Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. A CX Manager ensures that feedback doesnt just sit in a report but leads to improvements.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Remember: Think proactively.

Customer Journeys 226

Customer Journeys B2C Social Media Omni-Channel 226

Think Customers

JANUARY 17, 2025

Ultas loyalty program is 44 million members strong, with 95% of purchases made through the program, said Josh Friedman, vice president of digital products for Ulta. The post NRF show report: Retail’s future is built on data appeared first on 1to1 Media.

Report 52

Report Data Retail Social Media 52

ShepHyken

JANUARY 5, 2025

Rethinking Retail Returns by Ellie Crawford (Retail TouchPoints) Returns negatively impact brands in several ways including processing costs, shipping fees, unsellable merchandise and more. At Reward the World, weve seen firsthand how a well-crafted customer loyalty campaign can transform casual buyers into brand advocates.

Customer Service 70

Customer Service Loyalty Programs Retail Automotive 70

Retently

NOVEMBER 27, 2024

Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. Offering upsells, cross-sells, and loyalty rewards helps increase the value of each customer over time, turning one-time shoppers into high-value repeat buyers.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. Customer Experience Management (CXM) Definition CXM, on the other hand, focuses on improving the overall customer experience beyond just transactional touchpoints.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

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. Now that we are all set with the most popular customer surveys, let’s dive into the specific touchpoints to consider.

Ecommerce 110

Ecommerce Survey Retail NPS 110

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

Optimove

NOVEMBER 26, 2024

Many CRM programs, especially post-purchase journeys, often begin with a single channel. In fact, according to the Optimove Insights Report on Consumer Shopping Intentions for Holiday 2024, email is the preferred channel selected by 59% of respondents. When and How to Transition to Multi-Channel?

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Currency Alliance

DECEMBER 1, 2020

Apart from adapting to mobile apps and ditching plastic cards, the typical loyalty programs in 2020 still operate pretty much the same as they did at the turn of the century. And there are many, many more of these lookalike programs. Why hasn’t loyalty? Winning loyalty programs in 2025. Customer singular.

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Chatbots can be an effective tool for enrolling guests in loyalty programs, increasing the chances of repeat business. Hotel customers expect top-tier, personalized experiences at every touchpoint.

Hotels 195

Hotels Guest Experience Travel Social Media 195

InMoment XI

SEPTEMBER 1, 2022

Deploy Microsurveys at Key Touchpoints: Get customer feedback in the moments that matter. At InMoment, we frequently sit down with brand executives and look at real-time metrics that show how much revenue has been recovered due to their closed loop program. Recover Customers Effectively. So, let’s use that for our example.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

Thematic

APRIL 1, 2025

Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”? That’s exactly what customer journey mapping does—charting each step customers take with your business, from first contact to long-term loyalty. Importantly, break down data silos.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Comm100

FEBRUARY 10, 2022

An average buyer has access to multiple brand touchpoints in their journey—social media, email, live chat. Strong awareness of your customer journey, possible customer touchpoints, and automation tools can build a robust omnichannel service strategy to maximize personalized communication. Create self-service portals. Conclusion.

Self Service 130

Self Service Customer Service Strategy How To 130

ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Is Simpler Better For Rewards Programs? RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. This article may give you some insights as to why.

Rewards Programs 86

Rewards Programs Customer Service Loyalty Programs Loyalty 86

TechSee

MAY 19, 2021

AT Kearney reports that RPA costs 1/3 as much as an offshore employee and 1/5 the cost of on-site staff, and can cut costs by 25-50%. view of customers by accumulating data from the various touchpoints that a customer may use to contact a company. Predict the Future with Data Analytics.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

ShepHyken

AUGUST 11, 2024

And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. My Comment: Tata Communications has sponsored a special Harvard Business Review Report on CX that is worth downloading and reading. But there’s more. Don’t overlook the data!

Self Service 86

Self Service Customer Service Loyalty Programs Travel 86

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Remember: Think proactively.

Customer Journeys 100

Customer Journeys B2C Social Media Omni-Channel 100

BirdEye

DECEMBER 27, 2024

Follow up meaningfully after private customer feedback before requesting public reviews. Design email sequences that prioritize guest satisfaction before mentioning reviews. stars saw 15% growth) AI-powered response management Birdeye Reviews AI revolutionizes how restaurants handle customer feedback through intelligent automation.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

Customer Bliss

SEPTEMBER 13, 2018

Kathy has mapped three different journeys to better understand how customer onboarding, win-back strategies, and loyalty programs impact the business and the customer’s journey. Journey mapping also helped Kathy and her team develop a loyalty program for the devoted customers.

Customer Journeys 178

Customer Journeys Leadership Tools Customer Retention 178

ProProfs Chat

MAY 28, 2020

In addition, there is a superabundance of loyalty programs in the market which are ‘all talk and no action’ Instead of improving the CX, such programs are more about price discounts; it’s no wonder that customers are becoming increasingly disloyal to their brands. . Image Source: Sephora.com .

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. Reward Loyal Customers Implement a customer loyalty or rewards program that acknowledges and incentivizes repeat business. What is Customer Experience Improvement?

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

delighted

OCTOBER 3, 2024

Brands are leveraging customer data for personalized experiences Brands collect data at various touchpoints across the ecommerce customer journey. Google reports that 52% of smart-speaker owners are interested in receiving notifications about deals, sales, and promotions from brands. It’s a big hit with consumers. Our advice?

Ecommerce 93

Ecommerce Retail Trends Social Media 93

ShepHyken

MAY 28, 2018

My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs by Marie Griffin. My Comment: Loyalty programs can be powerful. And it all begins with employees.

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 72

Customer Service Loyalty Programs Contact Center Financial 72

InteractionMetrics

JANUARY 7, 2025

By combining research, customer feedback, and organizational insights, journey mapping identifies: Key interactions (touchpoints): Moments where the customer directly engages with your company. Opportunities: Areas where improving the experience can drive loyalty, revenue, or efficiency.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

BirdEye

APRIL 1, 2025

Use sentiment analysis and reporting tools Top tactics to avoid bad hotel reviews 1. As per Forrester 2024 reports , over two-thirds of US online adults use ratings and reviews to evaluate purchases, and over half check them for travel and dining experiences. It is a strategic touchpoint with real business implications.

Hotels 52

Hotels Management Guest Experience Hospitality 52

CX University

NOVEMBER 21, 2020

Across this wide array of customer touchpoints, customers perceive a brand holistically and not the individual business units that make up the organisation. On the back end of these loyalty programs, organisations have access to customer information that they harvest to deliver targeted products and services to a tailored audience.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

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? Ready to lead the charge?

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. It includes every touchpoint a customer has with the retailer, whether it’s walking into a store, speaking to customer representative or unwrapping the product at home. What sets an exceptional retail customer experience apart?

Retail 78

Retail Engagement Strategy Customer Experience 78

ShepHyken

MAY 8, 2023

Customer Loyalty and Loyalty Programs- How it Helps a Business? My Comment: I’ve suggested many different articles on loyalty over the year. Here’s another that includes over 20 “topics” on the benefit of customer loyalty to a business. There’s something here for every company, from small to large.

Customer Service 13

Customer Service Loyalty Programs Loyalty Tips 13

Currency Alliance

DECEMBER 17, 2019

But there remain some fundamental things that loyalty programs need to achieve to weather the looming storm that open banking, mobile payments, aggregation models, and other marketplace dynamics will bring. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

SurveySensum

JULY 7, 2023

This is just one touchpoint where Croma interacts with their customer. There comes many more touchpoints where Croma can engage with its customers. Do you want to know all these touchpoints and how to keep customers engaged even after they shop from you? If yes, then this blog is for you.

Survey 52

Survey Net Promoter Score Loyalty Programs Touchpoint 52

SurveySensum

JULY 7, 2023

This is just one touchpoint where Croma interacts with their customer. There comes many more touchpoints where Croma can engage with its customers. Do you want to know all these touchpoints and how to keep customers engaged even after they shop from you? If yes, then this blog is for you.

Survey 52

Survey Net Promoter Score Loyalty Programs Touchpoint 52

ShepHyken

FEBRUARY 18, 2024

I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. My Comment: Lately, I seem to be attracted to articles on loyalty programs. Perhaps that’s why you’ll find at least two articles about loyalty in this week’s roundup.

Customer Service 66

Customer Service Net Promoter Score Loyalty Programs Gamification 66