Comm100

DECEMBER 10, 2024

The world of iGaming is fiercely competitive, with countless platforms vying for players’ attention and loyalty. Player retention isnt just about keeping users coming back; its about building long-term engagement, fostering loyalty, and ultimately maximizing lifetime value.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

InMoment XI

JANUARY 27, 2025

Still, in discussing the logistics of the exchange, a nugget of information emerges amid the customers relief at having the issue resolved promptlya comment about wanting to look professional for an upcoming work event. With the right tools and mindset, you can enhance every interaction and unlock the revenue potential of every customer call.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Experience Investigators by 360Connext

NOVEMBER 20, 2014

At DoubleDutch , we create mobile applications for thousands of events annually, so pretty much every customer has the potential to substantively increase CLTV (customer lifetime value) for the company. Most events take place at least annually, and oftentimes a client will produce multiple events over the course of a year.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Retently

JANUARY 13, 2025

CES helps you understand if youre delivering on that promise of ease, which directly impacts loyalty and long-term growth. Reducing effort directly boosts satisfaction, loyalty, and repeat business. NPS looks at loyalty. Make their lives easier, and theyll reward you with loyalty. Low scores? CSAT measures satisfaction.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. A positive first impression can set the stage for long-term loyalty, while a negative one may lead to customers walking away without giving you a second chance. It’s where curiosity turns into connection – or, if you’re not careful, disinterest.

Survey 120

Survey Ecommerce Feedback e-support 120

CSM Magazine

FEBRUARY 6, 2025

Why Personalized Merchandise Matters for Customer Loyalty Adds a Personal Touch Personalized merchandise resonates on an emotional level. These subtle touchpoints foster brand affinity and make customers more likely to stay loyal to your company. This not only rewards their loyalty but also encourages further engagement.

Loyalty 52

Loyalty Loyalty Programs Social Media Brands 52

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

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

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. The goal of a CX program is to identify and analyze key CX improvement opportunities and establish long-term customer loyalty.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 This is particularly useful for tracking Net Promoter Score (NPS) , as it allows you to capture a precise measure of customer loyalty at a glance. That’s exactly what email signature surveys can do!

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

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

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members. The data is clear—loyalty pays… but it is often harder to achieve than it looks.

Loyalty Programs 177

Loyalty Programs Loyalty Rewards Programs Social Media 177

Calabrio

MARCH 11, 2025

It’s about ensuring that every interaction not only meets but exceeds customer expectations, fostering loyalty and driving positive brand perception. It directly impacts: Customer Satisfaction and Loyalty: By ensuring consistent, high-quality interactions, QA drives customer satisfaction and fosters long-term loyalty.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Experience Investigators by 360Connext

OCTOBER 6, 2014

So I decided to have some fun today and let you know why I am so passionate about this subject, plus fill you in on a few really amazing events coming up. It’s design and evaluation and improvement and every single piece of the touchpoint puzzle. People get what it means and why it’s important. I hope you’ll join us.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

delighted

APRIL 1, 2024

Putting on a successful event is no easy feat: a lot goes into creating a positive event experience for attendees, from finding compelling speakers to inviting the right sponsors. One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions.

Survey 100

Survey Feedback Conference Net Promoter Score 100

Win the Customer

NOVEMBER 29, 2024

It involves mapping out every touchpoint a customer encounters, both online and offline. Enhanced Brand Loyalty: A positive customer experience fosters loyalty, leading to repeat business and positive word-of-mouth. Identify Touchpoints: List all the interactions a customer has with your brand at each stage of the journey.

Customer Journeys 59

Customer Journeys Touchpoint Social Media Competitive Advantage 59

ECXO

AUGUST 9, 2023

An endless cycle of economic, political and social events are becoming the new normal. You’ll have heard a 1000 times that you need to identify the key touchpoints that are a moment of truth with our customers. Quid pro quo, these are times when your team most earn trust and loyalty. Clients want more than a technical team.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Kayako

MARCH 21, 2022

The data confirms that service-related problems are a critical touchpoint. Investments in customer service can boost brand loyalty and revenue growth. Optimizing the customer service experience for both employees and customers boosts brand loyalty and revenue growth. They take their business elsewhere.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Joe Rawlinson

NOVEMBER 3, 2024

Card scanning solutions not only make these processes more efficient but also significantly boost client satisfaction and loyalty. This further boosts customer loyalty and encourages repeat purchases. This is especially beneficial for high-traffic retail stores or promotional events.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

delighted

NOVEMBER 30, 2021

These micro-experiences are called customer touchpoints, and they play a crucial role in fostering customer satisfaction, including trust and loyalty. What are customer touchpoints? What are customer touchpoints? Customer touchpoints are the myriad of moments when a person comes into contact with your company or brand.

Touchpoint 87

Touchpoint Customer Journeys Net Promoter Score Effort Score 87

Retently

MARCH 11, 2024

Are you curious about the genuine reactions of your attendees after they experience your event? Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. Event success hinges on various factors like effective networking, content relevance, and the likelihood of attendees returning.

Survey 96

Survey Analysis Feedback Effort Score 96

ProProfs Chat

MAY 29, 2020

What Is a Customer Touchpoint? A touchpoint is where interaction occurs between the brand and the customer. . have scaled operations to such an extent that as marketers, a lot of times, you’re not even sure what your touchpoints are. How to Identify Your Customer Touchpoints. Examples of Customer Touchpoints.

Touchpoint 72

Touchpoint Customer Journeys Social Media Advertising 72

Retently

JULY 8, 2024

It’s a simple yet powerful tool that helps you measure customer loyalty and satisfaction. Here’s why it matters: Customer Loyalty : A high NPS indicates strong customer loyalty. These campaigns are like having a constant conversation with your customers, providing real-time insights into their satisfaction and loyalty.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

BirdEye

JANUARY 24, 2025

Deliver exceptional experiences Trust is the foundation of every great customer relationship, and exceptional service doesnt just make customers happyit creates a sense of pride and loyalty that compels them to leave positive reviews. Reviews often stem from specific touchpoints where customers feel most engaged.

Social Media 52

Social Media Loyalty Feedback Customer Journeys 52

GetFeedback

JUNE 22, 2019

Remember that your NPS survey represents a valuable customer loyalty metric. Personal experiences drive loyalty. Any interaction or touchpoint with your customer should be on brand. We like stories that are specific, chock full of details and depicting believable people and events. 6: keep it specific.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

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. Whether it’s choosing the perfect dress for a special event or the right pair of sunglasses, VFRs help customers visualize how they’ll look before they click “buy”.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

Optimove

OCTOBER 29, 2024

How AI is Transforming CDPs Download Now>> A New Standard for Personalized Digital Experiences Creating deeply personalized digital experiences is crucial for building customer loyalty and maximizing engagement. Opti-X enables brands to deliver campaign messages at optimal moments, driving higher conversion rates.

Sports 52

Sports Customer Journeys Touchpoint Engagement 52

ECXO

AUGUST 21, 2024

They build strong, trust-based relationships with their customers, ensuring that each touchpoint is meaningful and contributes to customer loyalty and satisfaction. But instead of turning everything into literal gold, your touch turns every customer experience into a moment of pure delight and lasting loyalty.

Social Media 156

Social Media Touchpoint Net Promoter Score Effort Score 156

InMoment XI

JANUARY 4, 2024

At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement. But, there are more benefits to a well-crafted retail customer experience that go beyond customer loyalty. What is the Retail Customer Experience? Let’s examine a few: 1.

Retail 195

Retail Customer Experience Effort Score Social Media 195

Lumoa

NOVEMBER 21, 2023

It helps Starbucks to personalize their communications, marketing, loyalty programs, and even keep a tab of in-store inventory. We help you create cards in your dashboard that represent a specific touchpoint, location, or channel. Lumoa helps you to do it more methodically and fast by creating events.

Analysis 195

Analysis Feedback Social Media Chatbots 195

CloudCherry

FEBRUARY 28, 2018

The customer-centric mindset is one of the main reasons companies like Apple, Zappos, and Amazon have been able to ‘WoW’ their customers and eventually earn their lifetime loyalty. Based on the data collected, they create strategies to personalize experiences for different customer groups, and drive loyalty and retention rates.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

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

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events. You can also start estimating what a bump in retention or an increase in loyalty might mean for your organization’s bottom line. You need to act on them!

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Experience Investigators by 360Connext

JANUARY 12, 2021

Those might include: Key value points , like software demos or customer events. Who better to help you design this than those who interact with customers at that very touchpoint? The slightly longer answer: It depends on your organization, your customer, the touchpoint, and many other variables.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

Lumoa

JANUARY 2, 2023

TNPS gathers touchpoint-specific data to give you an overview of the strengths and weaknesses within your business.”. Going back to the basics, the Net Promoter Score (NPS) is a way to measure customer satisfaction and loyalty. How to calculate transactional NPS (tNPS)? which areas should be emphasized for improvement).

Net Promoter Score 195

Net Promoter Score NPS Effort Score Survey 195

Oracle

FEBRUARY 14, 2020

Loyalty, or more aptly referred to as love for the purposes of this article, is a byproduct of exceptional consumer experiences. Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy. Tip #1: Invest in omnichannel retailing.

Loyalty 79

Loyalty Brands Customer Journeys Loyalty Programs 79