Kerry Bodine

MARCH 21, 2016

This is my forward to Guy Nirpaz’ s new eBook on customer success, Farm Don’t Hunt , available today on Amazon. Specifically, they’ve neglected those touchpoints and interactions that come after the point of sale. The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships.

eBook 120

eBook Customer Success Airlines Touchpoint 120

InMoment XI

DECEMBER 23, 2021

You’ve collected data at strategic touchpoints using best practices. Learn everything you need to know about text analytics in this eBook. Want a succinct look at how to achieve meaningful survey listening? Get the four steps you need to follow in “How to Achieve Meaningful Listening Through Surveys”. Steps #3: Understand.

Customer Experience 397

Customer Experience Analytics eBook Survey 397

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. Check out our eBook on the subject!

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Optimove

OCTOBER 29, 2024

The challenge for marketers lies in crafting personalized and relevant messages that enhance the shopping experience at every touchpoint. eBook: 9 Creative Email Tactics Download this eBook to find new ways to “wow” customers and cut through the clutter with engaging, relevant emails.

Trends 52

Trends Marketing eBook Consumers 52

GetFeedback

AUGUST 14, 2019

CSAT’s simplicity also makes it easy to implement across many touchpoints of the customer journey. For example, content and education-based businesses are using CSATs to understand the value of an ebook or a blog post by administering a survey after a user has consumed information. On a scale of 1–5, how helpful was this article?

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

Interactions

NOVEMBER 11, 2024

If you’re interested in learning more about striking the right balance between AI and human touchpoints, check out our eBook, The Best of Both Worlds: Optimize Your Contact Center by Blending Human and AI Capabilities. It’s full of strategies to help you create a CX that’s both innovative and deeply human.

Retail 62

Retail Competitive Advantage eBook Contact Center 62

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Uniphore

NOVEMBER 16, 2021

It’s now the main — and often only — human touchpoint for banks and their customers. Get the eBook Learn more about how your company can use conversational AI to transform the banking customer and agent experience, drive customer satisfaction, and generate greater loyalty and revenue.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

TechSee

MARCH 5, 2019

Claims processing is a key touchpoint in the customer life cycle, and insurers have only a short window of opportunity to satisfy policyholders. Insurance Claims Processing through Computer Vision – the eBook. The eBook also provides insurers with practical advice for implementation.

Insurance 95

Insurance eBook Self Service Travel 95

Kerry Bodine

JANUARY 23, 2017

McKinsey & Company backs me up on this: In March 2016, it reported that “journey performance is significantly more strongly linked to economic outcomes than are touchpoints alone.” What new touchpoints need to be developed to realize this vision? Which current touchpoints need to go away? Make the business case.

Customer Journeys 168

Customer Journeys Exercises Touchpoint eBook 168

Comm100

DECEMBER 19, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Developing this framework will help you create positive touchpoint experiences that customers can come to expect from your brand. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

Optimove

DECEMBER 5, 2018

Download the eBook: Managing Infinite Customer Journeys. Smart marketers should always recognize the different touchpoints for customer engagement with their brand, products, and services. Fill in the form to download the ebook now. The post Managing Infinite Customer Journeys appeared first on Optimove.

Customer Journeys 76

Customer Journeys Management eBook Touchpoint 76

Confirmit

JULY 7, 2017

The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results. But how to do this?

eBook 40

eBook Consumers B2C Return on Investment 40

BlueOcean

APRIL 30, 2021

But the reality is, every new channel creates more touchpoints, further complicating the customer journey and decreasing the likelihood of first contact resolution. For more insights, grab a copy of our latest eBook: Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource.

Omni-Channel 156

Omni-Channel Customer Care Self Service eBook 156

Confirmit

JULY 7, 2017

The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results. But how to do this?

eBook 40

eBook Consumers B2C Return on Investment 40

Optimove

DECEMBER 5, 2018

Download the eBook: Managing Infinite Customer Journeys. Smart marketers should always recognize the different touchpoints for customer engagement with their brand, products, and services. And smart marketers know that micro-segmentation and predictive behavior modeling lead to better interactions and deeper relationships.

Customer Journeys 76

Customer Journeys Management eBook Touchpoint 76

InMoment XI

JUNE 14, 2022

What makes this touchpoint so vital from a PLG perspective? This touchpoint is a rich source of insight into frustrations that customers face. Get the ebook, “ CX FOR EVERY STAGE: How to Scale Your Voice of Customer Program from Startup to Enterprise.’ Chances are, it’s never happened.

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

Gainsight

OCTOBER 12, 2023

Okta created a data-driven program to identify low-adopting customers and reach out to them via automated and human touchpoints to modify behavior. Learn More Get the knowledge you need to drive scale and efficiency on your CS team in our new ebook, Building a Digital Customer Success Program for B2B SaaS Companies.

Touchpoint 52

Touchpoint eBook Video B2B 52

MyCustomer

NOVEMBER 20, 2020

Download this Ebook. Not a TM Form. Internal or External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

Touchpoint 52

Touchpoint eBook Customer Experience Resources 52

MyCustomer

NOVEMBER 20, 2020

Download this Ebook. Not a TM Form. Internal or External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

Touchpoint 52

Touchpoint eBook Customer Experience Resources 52

Optimove

JUNE 26, 2019

Smart marketers should always recognize the different touchpoints for customer engagement with their brand, products, and services. Be the Customer Journeys All-Star at Your Company. And smart marketers know that micro-segmentation and predictive behavior modeling lead to better interactions and deeper relationships.

Customer Journeys 76

Customer Journeys Management eBook Touchpoint 76

Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. Top 7 Customer Service Complaints.

Customer Service 130

Customer Service Omni-Channel How To eBook 130

Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. Top 7 Customer Service Complaints.

Customer Service 130

Customer Service Omni-Channel How To eBook 130

OpinionLab

JUNE 20, 2017

3: Invite feedback across all digital touchpoints. You should offer your customers the capability to provide you with feedback across ALL of your digital touchpoints. If you want to find out more techniques for making providing digital feedback easy for your customers, this is covered in a recent OpinionLab eBook.

Feedback 114

Feedback Tips Customer Experience Touchpoint 114

Optimove

FEBRUARY 12, 2025

Regular, relevant touchpoints through email, SMS, or social media updates help brands stay in the spotlight, deepen customer relationships, and encourage future purchases. eBook: 9 Creative Email Tactics Download this eBook to find new ways to wow customers and cut through the clutter with engaging, relevant emails.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

Confirmit

JUNE 4, 2018

To accomplish this, we’ll help you identify and join together the various touchpoints across your customer journey, breaking down organizational silos and isolating the moments that matter most to your customers. B2B organizations are always eager to know what other B2B companies are doing in the CX space.

eBook 40

eBook B2B ROI Advertising 40

ChurnZero

APRIL 12, 2022

A CCO can help create a culture that makes the customer a top priority, ensuring that departments work together to offer an elevated customer experience at every touchpoint. For example, your sales and marketing teams may create amazing customer experiences at their own touchpoints, ranging from brand awareness to conversion.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

ClientSuccess

MAY 14, 2019

Valued Engagement Touchpoints. Once you have a system in place, I’d recommend defining valued engagement touchpoints. eBooks : Ultimate Guide to SaaS Customer Success Metrics. The post How Valued Engagement Touchpoints Help Build a Proactive Customer Success Strategy appeared first on ClientSuccess.

Touchpoint 45

Touchpoint Customer Success Engagement Strategy 45

Interactions

MARCH 11, 2022

A customer journey on the other hand refers to all the steps and touchpoints that a customer experiences along their relationship with a brand. To learn more about how technology can support the entire customer experience, see our eBook about implementing technology with a solutions-oriented approach. But hold on, we’ll build on this.

Customer Experience 106

Customer Experience Customer Service Customer Journeys eBook 106

Interactions

FEBRUARY 20, 2020

This requires backend integration and process design across all (existing and new) channels and touchpoints to create a seamless and effortless digital experience. . If you’re ready to take a deep dive, we recommend checking out our eBook on achieving CX success with Digital Transformation.

eBook 93

eBook ROI Chatbots Customer Journeys 93

Hello Customer

OCTOBER 13, 2021

Touchpoints: What are you listening to? Download our eBook: "NPS, CSAT or CES? Check out our eBook: Capturing insights for action. Download our eBook: Demystifying AI for CX tools. You have to decide what and what not to listen to depending on your objective and who it will serve.

Examples 98

Examples Survey Customer Journeys eBook 98

ClientSuccess

DECEMBER 21, 2020

With ClientSuccess , customer success teams can confidently track valuable metrics and data while tracking customer touchpoints and communications. eBook: Customer Success Best Practices form 20+ Executives. You can learn more about ClientSuccess with these additional resources: Webinar: The State of Customer Success in 2020.

Customer Success 93

Customer Success eBook Touchpoint Course 93

ClientSuccess

JANUARY 24, 2023

With ClientSuccess , customer success teams can confidently track valuable metrics and data while tracking customer touchpoints and communications.

Metrics 89

Metrics eBook NPS Customer Success 89