ECXO

AUGUST 9, 2023

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. Don’t get blinkered by the touchpoints that PS / consulting teams traditionally focus on. Don’t go into airplane mode.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Comm100

FEBRUARY 6, 2023

Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. Institutions will be looking to humanize their digital experience to increase customer satisfaction and build loyalty in 2023. Having a humanized digital CX has many benefits.

Financial 245

Financial Trends Self Service Customer Experience 245

delighted

NOVEMBER 30, 2021

When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. . What are customer touchpoints? Why is it important to understand customer touchpoints? Let’s dig in.

Touchpoint 87

Touchpoint Customer Journeys Net Promoter Score Effort Score 87

InMoment XI

OCTOBER 31, 2024

They serve as vital indicators for your customer experience KPIs , enabling you to track and enhance success across touchpoints. The training could include educational resources and role-playing exercises. The Net Promoter Score (NPS) metric measures loyalty by asking customers how likely they are to recommend your business to others.

Call Center 195

Call Center Metrics Self Service Effort Score 195

GetFeedback

JANUARY 12, 2020

What’s behind the improved performance is what some call the “loyalty effect.” Great experiences lead to higher levels of customer loyalty which, over time, not only increases revenue growth but also reduces costs. . Customer touchpoints vs. journeys. I haven’t used customer support yet, but that’s another obvious touchpoint.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. It’s about understanding what your customers are using as they comparison shop, evaluate value, and determine who will earn their loyalty. Product roadmaps.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Experience Investigators by 360Connext

DECEMBER 15, 2023

Related: Three Employee Experience Touchpoints that Impact Customer Experience Then be honest and authentic about sharing where this might need attention. This is a great exercise to encourage employees to see exactly how their role delivers for the customer. One of my favorite CX exercises is where I ask people to use a magic wand.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

CloudCherry

MARCH 19, 2019

NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. Companies can benefit from customer journey mapping exercises in many different ways. But we’ve gotten into the habit of continually trying to improve NPS without actually asking why. Does it actually move the needle?

Financial 218

Financial Metrics Customer Journeys NPS 218

CX Journey

OCTOBER 7, 2014

This post is about three key exercises to lay the foundation for beginning any customer listening efforts. They tie in nicely to your journey maps and are necessary to begin that exercise. It typically includes these stages : Need, Awareness, Consideration, Selection/Purchase, Experience, Loyalty, Advocacy, Engagement, Raving Fans.

Customer Journeys 164

Customer Journeys Exercises Touchpoint Voice of Customer 164

InMoment XI

AUGUST 9, 2024

This includes all touchpoints and interactions a customer has with a business, from initial awareness and consideration to purchase, use, and after-sales service. From increased loyalty and customer lifetime value to decreased churn, the customer experience is key to achieving your goals.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

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 194

Customer Journeys Customer Experience How To Touchpoint 194

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

ECXO

JUNE 20, 2023

Businesses that build emotionally committed relationships are rewarded with loyalty, an increase in referrals and higher growth. Infuse your purpose into every touchpoint – your brand identity, messaging and content, product and service delivery. None of the above is a one-off exercise. Trust is an emotion. Be consistent.

B2B 367

B2B Brands Innovation Government 367

Experience Investigators by 360Connext

JANUARY 12, 2021

With six exercises to guide you before, during, & after the journey mapping process -- plus a journey map template. 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

CX Journey

JUNE 20, 2017

Socialize the insights/findings Step 1: Identify the Customer Knowing who the customer is seems like a no-brainer, but you’d be surprised by how many companies have never gone through the exercise of identifying the customer. They tie in nicely to your journey maps and are necessary to begin that exercise. to identify your customer.

Customer Journeys 164

Customer Journeys Exercises B2B Customer relationships 164

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

Lumoa

APRIL 24, 2018

For organizations just starting out with CX, NPS is a good gauge of loyalty. Chip Bell Customer Loyalty Keynote Speaker, Trainer, Author. It think NPS has done a great job of elevating the topic of customer loyalty to C-suite conversations. Sue Duris Customer Experience and Digital Marketing Consultant.

System 317

System Effort Score NPS Net Promoter Score 317

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Fine-tuning your CX elements is a constant exercise.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Experience Investigators by 360Connext

JULY 17, 2024

The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly. It’s about understanding what your customers are using as they comparison shop, evaluate value, and determine who will earn their loyalty. What if there was a magic wand?

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

InteractionMetrics

NOVEMBER 21, 2024

A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? Repeat this exercise for at least 10 different customers. The exact statement is proprietary, but it was similar to: “We appreciate your loyalty to [Company Name].

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Related: Three Employee Experience Touchpoints that Impact Customer Experience. This is a great exercise to encourage employees to see exactly how their role delivers for the customer. One of my favorite CX exercises is where I ask people to use a magic wand. Ask your employees for examples. Did CSAT get better?

Communication 178

Communication Tips Customer Journeys Customer Experience 178

GetFeedback

FEBRUARY 7, 2020

When you fail, customer loyalty decreases; when you succeed, customer loyalty grows. Net Promoter Score is a KPI used to measure customer loyalty. Your customers’ experience is made up of every touchpoint they have with your brand, including their interaction with your surveys. Net Promoter Score (NPS).

NPS 199

NPS Net Promoter Score Effort Score Survey 199

DCX

FEBRUARY 9, 2025

-Mark This week’s must-read links: Stop Fixing Touchpoints—Fix The Whole Journey One Big Thing: Clearing The Air The Jevons Paradox Enters AI Cigna’s Making Big CX Promises—Will They Deliver? Fixing one touchpoint while ignoring the rest is like putting a fresh coat of paint on a sinking ship.

Touchpoint 52

Touchpoint Self Service Multi-Channel Healthcare 52

Michel Falcon Experience

OCTOBER 21, 2019

For years they created loyalty by selling one product and when the time was right, they started selling more products in different verticals. When they knew they had our loyalty they created services – ones like AWS and Amazon Basics – that had much higher profits margins. They lost or broke even for years because they wanted to.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

ECXO

AUGUST 6, 2024

This integration is complex and can be disrupted by cognitive biases, mental fatigue, or emotional states, making future thinking feel like a strenuous mental exercise. Personalized experiences enhance customer satisfaction and loyalty. 4. Customer Journey and Touchpoints a. 5. Customer Trust and Loyalty a.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

Kerry Bodine

NOVEMBER 15, 2017

How have you been able to overcome the silo mindset to get the full value out of the journey mapping exercises? You mentioned a regression analysis that showed that journeys are better predictors than individual touchpoints of customer satisfaction and likelihood to recommend. How was that calculated? That data came from McKinsey.

Customer Journeys 120

Customer Journeys Exercises Contact Center Touchpoint 120

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

Loyalty 59

Loyalty Trends Data Marketing 59

DCX

DECEMBER 1, 2024

CX leaders who focus on human connection—whether through smart tech, distinctive spaces, or customer-focused strategies—are the ones who will shine and earn loyalty over time. Pick one area—like email, loyalty programs, or chatbot interactions—and find a way to make it more personal and unexpected. His big idea?

Fashion 52

Fashion Culture Trends Connections 52

PK

APRIL 10, 2020

Working, learning, exercising, all at home, have implications for products and experiences. Consider frictionless touchpoints to allow customers to opt-out of physical interactions and opt into in-store digital assistance, touchless payment or cashierless checkout. Learn more about the future of consumer loyalty here.

Retail 98

Retail Consumers Apparel Exercises 98

BlueOcean

OCTOBER 10, 2016

That’s why customer journey mapping in the contact center is essential to understand how the customer experience is built at every touchpoint. The map will reveal key elements of the customer experience that impact decision-making and loyalty-building. It’s vital to understand how your KPIs align with the agent profile.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

Comm100

APRIL 25, 2018

In the past, people believed that providing a unique customer service experience was the key to customer loyalty. By resolving issues next to instantaneously and having a deep and long-standing relationship with clients, loyalty is almost guaranteed. Here are some advantages of being a low-effort company: Fosters Customer Loyalty.

Self Service 113

Self Service Company How To Effort Score 113

Experience Investigators by 360Connext

MAY 19, 2015

Your journey mapping exercise should lead to real action to improve your customer experience. After several years of seeing these types of mistakes, we developed a way to track individual touchpoints that doesn’t require software or designers. It’s difficult to change a beautiful, overly-designed image.

Customer Journeys 110

Customer Journeys Social Media Exercises Software 110

CSM Magazine

JUNE 13, 2024

Yet the ultimate litmus test for an IT help desk’s effectiveness is its ability to cultivate internal customer loyalty. Let’s delve into actionable strategies that can transform your IT help desk from a reactive support function to a proactive driver of employee loyalty. But how exactly can an IT help desk achieve this?

Loyalty 52

Loyalty Multi-Channel Knowledge Base Tips 52

ShepHyken

MAY 27, 2019

Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. by By Team Survaider.

Customer Journeys 109

Customer Journeys Customer Service Employee Engagement Exercises 109

DCX

FEBRUARY 2, 2025

Companies that anticipate needs, remove obstacles, and weave CX into every touchpoint—before the customer even realizes they need it. If Google is making calls obsolete, what other high-friction touchpoints in your business can be automated for a smoother customer journey? The real winners?

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

Experience Investigators by 360Connext

JUNE 4, 2015

In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping. But if mapping is handled as an exercise in channels , the experiences will continue to be disjointed, inconsistent and frustrating! I really hoped everyone walked away with one big idea.

Omni-Channel 110

Omni-Channel Customer Journeys Exercises Social Media 110