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

InMoment XI

OCTOBER 20, 2022

If you missed out on the event, don’t worry—here are five key takeaways you can use to apply to your experience programme today! Not only does this allow you to identify areas for improvement, but also understand what’s working well to make experiences become more seamless and consistent in every touchpoint. #5:

Customer Experience 397

Customer Experience Customer Journeys Effort Score Culture 397

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 Onboarding Onboarding emails to new customers or clients are another excellent touchpoint for email signature surveys. Why It Works : Surveys included directly in post-event emails allow participants to provide immediate, fresh feedback.

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

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.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

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

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

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

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

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. In order to be successful, this coalition should represent every major customer experience touchpoint across the customer journey.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

InMoment XI

JULY 13, 2023

And because at InMoment, we value sharing knowledge as widely as possible, I’m going to share the results of that in-event poll with you here, along with a few thoughts about our learnings. How Prepared Do You Feel for Consumer Duty?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. To get the full picture, you also need to understand actual customer behavior.

NPS 67

NPS Analytics Customer Insights Net Promoter Score 67

InMoment XI

OCTOBER 29, 2024

Customers appreciate ease at every touchpoint of their journey. This can happen through social media, forums, or events. This will help you make data-driven decisions to improve the customer experience across all touchpoints. Invest in loyalty programs. Build a deep emotional connection. Build a community around your offerings.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. Below, we explore examples of survey questions categorized by question type, touchpoint, and industry to help you design impactful surveys. For post-event surveys , QR codes printed on marketing materials help cover a bigger audience. “How

Survey 120

Survey Ecommerce Feedback Interaction 120

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

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

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

Comm100

DECEMBER 10, 2024

Metric/Event What It Is Why Its Important Daily Active Users (DAU) Unique players engaging daily Tracks daily player engagement and platform activity trends. For instance, you could send them event-based promotions and bonuses through other channels like email, SMS, WhatsApp, Telegram, and more.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

Calabrio

MARCH 11, 2025

These AI-powered QA tools have revolutionized the field, leveraging machine learning, natural language processing and more to help contact centers: Analyze 100% of interactions: Moving beyond limited sampling, AI can scrutinize every customer touchpoint, ensuring comprehensive coverage.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Comm100

OCTOBER 24, 2023

The Necessity of Multi-Layered Support During peak periods or major events, such as the return of the NFL, gaming platforms experience unprecedented traffic. It ensures seamless integration, data flow, and consistent player experiences across all touchpoints. This spike can strain even the most robust support structures.

Omni-Channel 277

Omni-Channel Multi-Channel Chatbots Touchpoint 277

GetFeedback

SEPTEMBER 20, 2019

CSAT is used to measure the customer satisfaction of a specific interaction or event. Now, when it comes to using NPS, CES, and CSAT , the first thing to consider is whether you are measuring the health of the overall customer relationship, or getting feedback after a recent experience or touchpoint. Free CSAT Calculator.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Retently

JULY 8, 2024

This level of detail is possible because you can tie the feedback to specific periods and events, leading to a deeper and more nuanced understanding of customer sentiments and behaviors. Lower Engagement With less frequent touchpoints, you might have lower engagement with your customers. Here’s the alternative they offer: 3.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

Retently

JANUARY 13, 2025

Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more. Key Features Survey Deployment : Deploy CES surveys via email, support tickets, website pop-ups, or direct links, ensuring feedback is collected at key touchpoints.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

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. Don’t get blinkered by the touchpoints that PS / consulting teams traditionally focus on. We live in tough times.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Win the Customer

NOVEMBER 29, 2024

It involves mapping out every touchpoint a customer encounters, both online and offline. Identify Touchpoints: List all the interactions a customer has with your brand at each stage of the journey. Consider both online and offline touchpoints. Consider using a timeline or flowchart to illustrate the sequence of events.

Customer Journeys 59

Customer Journeys Touchpoint Social Media Competitive Advantage 59

Experience Investigators by 360Connext

NOVEMBER 16, 2021

Customer journey maps, for example, don’t often include feedback requests as actual touchpoints. Sometimes surveys are sent at one time per year, and sometimes they are triggered by specific events in the journey. Feedback is often treated as if it’s a separate and distinct experience from the customer’s journey.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367

Kerry Bodine

JANUARY 11, 2019

Number 7: Why You Need To Measure Journeys—Not Just Touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. Number 3: The Always Up-To-Date Guide To CX Events. And be sure to sign up for our dedicated event newsletter to stay abreast of the CX events you can’t miss!

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

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. While email remains the go-to option, certain touchpoints may benefit more from SMS or web pop-ups to reach customers where they are most active.

Ecommerce 109

Ecommerce Survey Retail NPS 109

GetFeedback

SEPTEMBER 19, 2018

However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. Event Feedback. Send post-event surveys to learn what attendees liked or disliked about the event. Pro-tip: Set custom notifications to alert your team whenever a customer responds poorly to a survey.

Survey 199

Survey Net Promoter Score Data Effort Score 199

Joe Rawlinson

OCTOBER 20, 2022

And a dedicated event management integrated ticketing system helps you keep the event in sync throughout the process as a central hub that can control various aspects of the event and provide directions and everything needed in one place. . All of which should be essential aspects of your event marketing strategy.

Conference 78

Conference Strategy Sales Social Media 78

Lumoa

APRIL 14, 2023

KPI widget now visible from Compare page The Compare page is our premier way to contrast different touchpoints and time periods in Lumoa. Events notifications screenshots/more details – added to this guide. Now it got even better! Actionable Insights – added to this guide.

Knowledge Base 195

Knowledge Base Touchpoint Survey Feedback 195

Joe Rawlinson

NOVEMBER 3, 2024

This is especially beneficial for high-traffic retail stores or promotional events. Card scanning plays a crucial role by making client data instantly accessible at every touchpoint. This further boosts customer loyalty and encourages repeat purchases. Faster processing quickly allows staff to manage more inquiries.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

Lumoa

NOVEMBER 21, 2023

Managing your customer experience with Lumoa Here’s how you can manage your customer experience with Lumoa- Get an overview of your customer journey: Lumoa’s dashboard helps you get a quick and easy overview and manage different customer journeys, touchpoints, and data sets in real-time.

Analysis 195

Analysis Feedback Social Media Chatbots 195

CloudCherry

MARCH 3, 2019

Within their portal, they zeroed in on seven major life events (having a child, going on bereavement leave, etc.). They prioritized these events because they gleaned that if these events aren’t handled well, they can change the employee/employer relationship forever.

Customer Experience 186

Customer Experience Self Service Culture Customers 186

Kerry Bodine

JULY 11, 2017

Here’s how it works: the customers capture each interaction—each touchpoint—on a separate yellow sticky note, and then place those sticky notes on a paper continuum from “least useful” to “most useful.” Can we make a page for upcoming events?” “We Then the facilitator (that’s me!)

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! If you couldn’t attend the event, fear not! That means capturing insights from every touchpoint and channel.

Customer Experience 195

Customer Experience ROI Return on Investment Financial 195

Experience Investigators by 360Connext

MARCH 15, 2018

In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. In #CX, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. Don’t just zero in on sales-focused events in your customer’s journey. Click To Tweet. That’s right.

Connections 160

Connections B2B Fashion Touchpoint 160

Optimove

OCTOBER 29, 2024

Opti-X’s AI-powered recommendation models achieve this by delivering the right content to each customer at every digital touchpoint, including apps, websites, and marketing channels. Opti-X enables brands to deliver campaign messages at optimal moments, driving higher conversion rates.

Sports 52

Sports Customer Journeys Touchpoint Engagement 52