Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Annette is the Group Customer Experience Director for the Thomas Cook Group. This has been a major communication touchpoint, as has some of the standard plays like the Intranet, email blasts, etc.

Travel 204

Travel Industry Hotels Customer Journeys 204

Experience Investigators by 360Connext

DECEMBER 1, 2020

Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. The verdict: Company 1 delivered support along 5 touchpoints. They love us.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. 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.

Ecommerce 109

Ecommerce Survey Retail NPS 109

InMoment XI

JANUARY 10, 2023

Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. This role determines the best way to collect, analyze, and act on voice of customer data at key touchpoints across the customer journey. . It’s all about in-group bias.

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Both groups of technologies can be utilized to make analytics more actionable. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Retently

OCTOBER 1, 2018

To better visualize it, think of it as a roadmap of the full customer experience. CFN Insight – A customer journey mapping tool that makes it easy to improve the customer experience, identify touchpoints, and assign the right key decision makers to act on said customer journey touchpoints. What Is a Customer Journey Map?

Customer Journeys 91

Customer Journeys Touchpoint CEM Social Media 91

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. The verdict: Company 1 delivered support along five touchpoints.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

Retently

JULY 8, 2024

Based on their answers, customers are grouped into three categories : Promoters (9-10) : These are your super fans. This allows for comprehensive reports to stakeholders, influencing strategic decisions such as the company’s roadmap. Lower Engagement With less frequent touchpoints, you might have lower engagement with your customers.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

Thematic

APRIL 1, 2025

Market Research & Focus Groups: Provide deeper context around customer needs. Customer segmentation is the step where you group customers into categories to understand each group better. Segmentation enables personalized insights—you’ll know what each group cares about. and decide how to fix it.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. For instance, if you want targeted feedback on your checkout process, you need to query customers on that specific touchpoint instead of asking them about their general thoughts on your business.

Feedback 195

Feedback How To Social Media B2C 195

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

rethinkCX

JANUARY 27, 2025

Starting in Customer Experience Rons journey into the CX field began unexpectedly after high school, when he started as a call center agent for a UK-based performance marketing group. Ron highlights how AI-powered analytics and automation have improved decision-making, while ensuring consistency across all customer touchpoints.

Roadmap 52

Roadmap Healthcare Call Center Travel 52

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. How the CX ROI Metrics Roadmap Works Gold : First, your CX team facilitates earnest use of customer experience insights for growth efforts: Products and services : new, upgrades, and lite versions.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. With four very different customer groups—shoppers, consumers, retailers, and advertisers—they were overwhelmed by fragmented feedback. Think of customer feedback analysis like laying the foundation for a building. Take Instacart.

Customer Insights 62

Customer Insights Data Analytics How To 62

Customer Bliss

JANUARY 29, 2015

You have assembled many groups of people in the company to identify customer touch points. You have identified the key touchpoints most important to customers and to customer growth. You have created a roadmap that is being actively communicated as you progress. Know Where You Are In the Process. Yes _ No _.

Customer Experience 100

Customer Experience Roadmap How To Metrics 100

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. Whether you are a small cupcake shop or a multi-billion dollar business, thinking about the specific touchpoint of receiving feedback and making the most of it should be on your agenda.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Thematic

MARCH 20, 2025

Group customers by demographics (age, location), purchasing behavior (high vs. low spenders), and user preferences (mobile vs. desktop users). Instacart successfully applied this strategy by tailoring insights for four distinct customer groups, including retailers, delivery drivers, advertisers, and consumers​ 4.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Retently

SEPTEMBER 3, 2024

PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. Some of these surveys are core to our approach, actively triggered at specific touchpoints or on a recurring schedule to monitor the customer experience.

B2B 152

B2B NPS Effort Score Survey 152

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Consistent brand experience – a partnership between the two roles helps to ensure a consistent brand experience across all touchpoints. But, no matter the level, working together is crucial. The reason?

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

PeopleMetrics

MARCH 25, 2022

The input collected through CAB interactions is then put to use to guide specific business objectives, like product roadmapping or adjusting marketing messaging. CAB groups can range in size, often between 50 to 300 members. Product roadmapping. Product or service roadmap boards. Gathering market intelligence.

Roadmap 118

Roadmap Feedback B2B Survey 118

Aveus

MARCH 15, 2021

The trust measurement survey provided an important quantitative baseline for SHH but lacked the detail and depth necessary to build a clear roadmap for enhancing the relationship with their agency partners. We started with SHH’s internal teams and conducted a series of group interviews to draft starter experience maps.

Customer Experience 130

Customer Experience Roadmap Measurement Survey 130

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Both groups of technologies can be utilized to make analytics more actionable. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

DCX

OCTOBER 13, 2024

David Edelman added, “ The companies that will win are those that leverage AI to engage with customers meaningfully at every touchpoint. If you’re serious about getting everyone on the same page, this is your roadmap! Those that do will see increased loyalty and lifetime value from their customers.

Video 52

Video Customer Centricity Roadmap Course 52

ChurnZero

MARCH 22, 2023

There are many reasons this is happening, but one major reason is that many CS groups haven’t set up their program with the foundations it takes to run an efficient operation. Sometimes it can help to have a facilitator work with your team, especially if there is friction between groups.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

Lumoa

JANUARY 19, 2023

Different types of customers will interact with your brand in various ways, they might go back and forth between different touchpoints , and that’s why mapping can be quite the challenge. What are the key touchpoints for different personas? Where do they hang out? What are their goals? How do they get in touch with us?

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

ECXO

AUGUST 6, 2024

Collectivist Cultures: In contrast, collectivist cultures, often found in parts of Asia, Africa, and Latin America, prioritize group harmony, family obligations, and communal goals. 4. Customer Journey and Touchpoints a. This results in a smoother and more enjoyable customer experience across all touchpoints.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

SurveySensum

MARCH 12, 2025

Pro-Tip – Cross tabulation works best with categorical data, where variables are divided into distinct groups. Error Reduction Cross-tabulation transforms raw survey responses into structured matrices, grouping similar feedback (such as demographic responses or satisfaction ratings) into clearly defined segments.

Analysis 52

Analysis Survey Airlines Net Promoter Score 52

Comm100

FEBRUARY 7, 2018

Will the vendor allow you to target custom groups/industries/visitors? Will your team have the opportunity to contribute to the product roadmap of the support tool by submitting ideas to the vendor? With this vendor, will your company be able to meet customers through multiple channels and touchpoints? (In

Software 131

Software Customer Engagement Engagement Social Media 131

Retently

MARCH 17, 2025

Helps teams react fast to emerging issues in different CX touchpoints (e.g., By identifying patterns, setting clear goals, and fostering cross-functional collaboration, your CX strategy becomes more than just a report it becomes a roadmap for continuous improvement. Know Your Audience : Tailor reports to each stakeholder group.

Report 90

Report How To Effort Score NPS 90

CSM Magazine

NOVEMBER 25, 2019

Then create an ongoing roadmap for adding functionality to your bot, adding answers to more and more questions as they become relevant for your business. Create a roadmap for adding further functionality or integrations to continually improve the capabilities and effectiveness of your bot. Create seamless transitions.

Chatbots 87

Chatbots Strategy Customer Experience Roadmap 87

BirdEye

NOVEMBER 27, 2023

As a business, you can easily make informed decisions by consolidating data from digital touchpoints throughout the customer journey and across locations. It provides a roadmap for innovation through product improvements and service enhancements, eventually leading to an elevated customer experience. These core features include: 1.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

BirdEye

DECEMBER 19, 2024

Solution: Implemented Birdeye Surveys AI , integrated with their PMS (Appfolio), to automate feedback collection at key touchpoints: Move-in surveys Work order completion surveys Renewal feedback Custom resident satisfaction surveys Results: 54% increase in NPS promoters within 6 months Maintained a 4.5-star

Strategy 52

Strategy Marketing Social Media Hospitality 52

DCX

JANUARY 28, 2025

Test Before You Go Big: Try new ideas with a small group first. Customer Journey Map: Have a clear visualization of your customer’s journey, including touchpoints, handoffs, and potential friction areas. A simple email or notification saying, “We made this change because of you” can go a long way.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

ECXO

DECEMBER 20, 2023

Get executive buy-in, build a cross-functional team and bring data to the C-Suite and leadership teams Get senior buy-in and align stakeholders around the new CDP / personalisation roadmap. Create a stronger bat signal with intent data The sales funnel has become a complex network of tunnels as buyers criss cross touchpoints and channels.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Uncover behavioral segments.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Retently

MARCH 10, 2022

There is also a third group of businesses that will continue to grow in spite of a high customer churn because of the impressive revenue generated by existing clients. So, it’s up to you to be one step ahead and predict their actions, analyze customer satisfaction and make feedback an indispensable part of your product roadmap. .

Self Service 147

Self Service Poor Customer Service e-support Customer Success 147

Centercode

APRIL 30, 2019

At this year’s Centercode User Group , Sonos Senior UX Research Lead Amy Dexter shared some of that creativity with her fellow customer testing professionals. In February, you gave an inspiring presentation at our Centercode User Group about the journey of the beta team at Sonos. Could you share the overarching theme of your talk?

Touchpoint 66

Touchpoint Survey Guidelines Groups 66