Experience Investigators by 360Connext

OCTOBER 17, 2018

You can download it here.). It means creating a real relationship that improves their loyalty and increases their positive feelings. Loyalty is not granted generationally based on what brands our parents used. Instead, loyalty must be earned with each and every interaction. Don’t forget to read the full report!

Leadership 283

Leadership Culture Customer Centricity Report 283

InMoment XI

AUGUST 17, 2023

By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. Seamless Omnichannel Experience: Ensure a seamless experience across all customer touchpoints, whether online or offline. Take The Lead!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

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. What type of medium is used.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

Lumoa

APRIL 3, 2018

The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. Only then you can ask about the most critical touchpoints, if needed. When to ask feedback?

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

CloudCherry

DECEMBER 1, 2018

Credit Unions are generally well-liked by their members – but did you know that some credit unions have stronger member loyalty than Apple?! This loyalty translates to an insanely high Net Promoter Score (NPS). Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Experience Investigators by 360Connext

OCTOBER 17, 2018

You can download it here.). It means creating a real relationship that improves their loyalty and increases their positive feelings. Loyalty is not granted generationally based on what brands our parents used. Instead, loyalty must be earned with each and every interaction. Don’t forget to read the full report!

Leadership 227

Leadership Culture Customer Centricity Report 227

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Don’t reserve empathy for one set of customers or only the big touchpoints. Each touchpoint leads to an emotion. Empathy for Real Life Customers.

Customer Journeys 151

Customer Journeys Touchpoint Loyalty Programs Contact Center 151

InMoment XI

JANUARY 2, 2023

Customer experience ( CX ) is the cumulative impact of every touchpoint throughout the customer journey. Because customer experience isn’t just about the customer’s experience in the moment; it’s about how these touchpoints fit into the context of their end-to-end journey with your company. What Is Customer Experience?

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Optimove

OCTOBER 16, 2024

See the difference control groups make in this guide Download Now Why it Matters: Lottery operators can use the latest in CRM Marketing to elevate player experiences through true personalization. Players now expect customized interactions that reflect their preferences and behaviors, enhancing satisfaction, loyalty, and engagement.

Tips 59

Tips Strategy Touchpoint Social Media 59

InMoment XI

OCTOBER 31, 2024

Download Now Calls Handled This simple metric counts the total number of calls handled by the call center within a given period. They serve as vital indicators for your customer experience KPIs , enabling you to track and enhance success across touchpoints. This guide provides the key strategies to future-proof those operations.

Call Center 195

Call Center Metrics Self Service Effort Score 195

CloudCherry

JANUARY 18, 2018

It is no rocket science that a great member experience leads to higher member loyalty scores and better member retention. –> Identify different touchpoints, be available across all these touchpoints, and start listening to members. DOWNLOAD THE CREDIT UNION E-BOOK! Offline experiences do matter.

Omni-Channel 225

Omni-Channel Touchpoint Effort Score Financial 225

Optimove

OCTOBER 29, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Marketers will see the growing importance of email personalization and relevance in driving consumer engagement during the competitive holiday shopping season.

Trends 52

Trends Marketing eBook Consumers 52

Lumoa

MARCH 20, 2018

Gartner defines it as " the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy ". However, if you want to measure loyalty and aim for long-term goals, check the Net Promoter System. Wondering which metric to choose?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

InMoment XI

SEPTEMBER 18, 2024

It includes every touchpoint—whether it’s the way you’re greeted at the front desk, how well your concerns are listened to during an exam, or how smooth the follow-up process is. A positive experience doesn’t just create happy patients—it builds trust, fosters loyalty, and can even lead to better health outcomes.

Healthcare 195

Healthcare Customer Experience Wait Times Touchpoint 195

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

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

Work with your content strategy to align with your customer’s overall experience, not just the specific touchpoint or transaction. . This is where integrating flexible payment options such as PayPal’s pay later solutions can build loyalty and reassure customers where they need it. Overlooked moment #4: The Purchase.

Customer Journeys 373

Customer Journeys Brands Customers Customer Experience 373

CloudCherry

NOVEMBER 9, 2018

Credit Unions are generally well-liked by their members – but did you know that some credit unions have stronger member loyalty than Apple?! This loyalty translates to an insanely high Net Promoter Score (NPS). Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. It is often referred to as a brand or relationship metric.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Thematic

FEBRUARY 24, 2025

Companies that actively apply customer insights boost retention, loyalty, and competitive advantage. Analyze customer interactions across multiple touchpoints. Personalization boosts loyalty and revenue through data-driven insights. So, how do you turn insights into action? It’s all about strategy.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Optimove

NOVEMBER 28, 2024

See the difference control groups make in this guide Download Now Why it Matters: The convergence of Black Friday and the NFL creates a rare opportunity for marketers to capitalize on heightened consumer engagement across two major events. Similarly, a retailer could: Pre-Game: Promote NFL-themed Black Friday bundles via email.

Sports 59

Sports Retail Multi-Channel Effort Score 59

Retently

NOVEMBER 13, 2024

In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Why It’s Game-Changing: By bridging online and offline channels, VFRs create a consistent and cohesive experience that fosters loyalty. Let’s dive in!

Ecommerce 144

Ecommerce Retail Social Media Technology 144

Comm100

DECEMBER 12, 2017

A key point to keep in mind with journey mapping is that the more touchpoints you have, the more complicated the map becomes. A journey map talks about the different questions and feelings that a customer has at each touchpoint. As you can see on the map, there are quite a few different touchpoints, even for this simple example.

Customer Journeys 168

Customer Journeys Customer Experience How To Touchpoint 168

InMoment XI

AUGUST 23, 2023

Customer experience transformation refers to the strategic and holistic process by which a business fundamentally reimagines and reshapes its entire approach to interacting with customers across various touchpoints and throughout the customer journey. Download our customer experience transformation guide today!

Customer Experience 195

Customer Experience Omni-Channel Employee Engagement Innovation 195

Optimove

MARCH 11, 2025

Re-engage your churned customers with this guide Download Now Why it Matters: Much like Taylor Swifts ability to reinvent herself with each Era album cycle, staying ahead of customer trends requires anticipation, data, and a deep understanding of audience preferences. Learn more on personalization at scale.

Trends 52

Trends Social Media How To Analytics 52

Lumoa

JANUARY 9, 2018

Bell, Customer Loyalty Keynote Speaker, Trainer, Author. Let’s think in customer touchpoints instead. Download our guide to CX to know more. Talk to your board. Find someone to champion customer experience at the c-suite and give them influence and resources to actually get things done”. Don’t underestimate culture.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

DCX

APRIL 1, 2025

Download your free set of 32 GenAI prompts right now. This seven-part framework acts like a CX lens to evaluate and optimize touchpoints in real-time. By applying the RESULTS framework, you turn every touchpoint into an opportunity to prove your value. Because loyalty isn’t built on pleasantries. The R.E.S.U.L.T.S.

Self Service 52

Self Service Customer relationships Effort Score Touchpoint 52

Optimove

OCTOBER 29, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: This blog discusses how Opti-X employs AI technology to enhance personalization in customer interactions, which can lead to increased engagement and satisfaction.

Sports 52

Sports Customer Journeys Touchpoint Engagement 52

Optimove

FEBRUARY 10, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: While acquisition drives market share, customer retention is the unsung hero behind sustainable profits. What incentives drive loyalty? Guide to Advanced Customer Segmentation Download Now >> 3. Which offers resonate most?

Marketing 59

Marketing ROI Loyalty Customer Base 59

Optimove

FEBRUARY 17, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This post demonstrates how the Marketing Rule of 7 can transform fleeting interactions into sustained customer relationships by emphasizing the importance of repeated, personalized touchpoints.

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

CloudCherry

DECEMBER 1, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

Optimove

JANUARY 1, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This blog highlights how embracing AI while maintaining human strategy, judgment, and creativity will be key to staying ahead in 2025. Ethical data practices and transparency are essential for building trust and loyalty.

Marketing 52

Marketing Omni-Channel Touchpoint Innovation 52

ProProfs Chat

MAY 28, 2020

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. However, brand loyalty has become just another ‘buzz-phrase’. What Is Brand Loyalty. What is brand loyalty? How to build brand loyalty? There is an out and out need to rethink what brand loyalty really means.

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93

Optimove

NOVEMBER 3, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: The Heptagon Awards are back, celebrating the best in CRM marketing. These winners exemplified what it means to put customers at the center of CRM, delivering campaigns and strategies that drive trust and loyalty for life.

CRM 52

CRM Conference Touchpoint Loyalty 52

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. Optimizing Customer Journeys with Behavioral Analytics Every customer follows a journey—from first interaction to long-term loyalty. Think of customer feedback analysis like laying the foundation for a building. The result?

Customer Insights 62

Customer Insights Data Analytics How To 62