InMoment XI

NOVEMBER 21, 2024

Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. The four main VoC data categories are as follows: Unstructured feedback refers to open-ended responses in the form of emails and social media content. Collect Customer Data. Take Action.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Retently

NOVEMBER 27, 2024

Building Customer Loyalty for Retention 6. Leveraging Social Media and Influencer Marketing 8. Use multiple platforms – social media, email, PPC, and more – to create a seamless experience for shoppers, meeting them where they are. Personalizing the Customer Journey 3. Expanding Revenue Channels 4.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

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. Social Media You might be wondering why social media is on the list. It’s simple.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

DECEMBER 10, 2024

Use surveys and social media monitoring to capture insights into customer experiences. Invest in Customer Loyalty Strong customer loyalty is key to reducing churn. Besides improving customer experiences, you can encourage loyalty with rewards and incentives.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

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. Social media complaints & DMs ensuring negative feedback is addressed quickly before it escalates.

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: Mind your response time.

Customer Journeys 213

Customer Journeys B2C Social Media Omni-Channel 213

Blake Morgan

NOVEMBER 12, 2024

Known for its creative marketing and diverse menu offerings, the brand has doubled down on a “creativity mindset” to drive both product innovation and customer loyalty—even as inflation impacts the industry. This approach ensures the brand remains culturally relevant and engaging.

Strategy 64

Strategy Marketing Customer Experience Social Media 64

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Loyalty Programs 259

Lumoa

FEBRUARY 2, 2023

5 Strategies to Improve Customer Experience in Your Store Understand Your Customers Create a Consistent Customer Journey Modernize Your Technology Measure Customer Satisfaction Implement a Loyalty Program The Future of Customer Experience in Retail Wrapping It Up What is Customer Experience and Why Is it Important?

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

CSM Magazine

MARCH 14, 2025

As consumer habits shift and expectations grow, brands face increasing pressure to create loyalty programs that feel personal, relevant, and rewarding. Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. This affects everyone.

Loyalty Programs 52

Loyalty Programs Gamification Policies Customer Base 52

InMoment XI

JANUARY 17, 2024

By understanding and anticipating the needs and preferences of your guests, you make them feel valued and ensure that every touchpoint in their journey contributes to positive and enjoyable experiences. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 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 109

Ecommerce Survey Retail NPS 109

Retently

OCTOBER 1, 2018

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. Also, it helps you improve all touchpoints. They check things like pricing, ratings, features, etc.

Customer Journeys 91

Customer Journeys Touchpoint CEM Social Media 91

CSM Magazine

FEBRUARY 6, 2025

These subtle touchpoints foster brand affinity and make customers more likely to stay loyal to your company. Deepens Relationships Offering personalized items as rewardswhether after a purchase, during events, or even as part of a loyalty program creates a memorable moment for customers.

Loyalty 52

Loyalty Loyalty Programs Social Media Brands 52

Lumoa

JUNE 26, 2023

Omnichannel marketing customer experience is a strategy that integrates all marketing touchpoints – both offline and online – to create a seamless customer journey. They want to browse online, pick up offline, and tag your brand on social media. Consider a customer looking to buy sports shoes from a popular brand.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

InMoment XI

FEBRUARY 7, 2024

They’re engaging with hotels from any number of channels, including web browsers, mobile apps, messaging channels, social media, and review sites—among others. Chatbots can be an effective tool for enrolling guests in loyalty programs, increasing the chances of repeat business.

Hotels 195

Hotels Guest Experience Travel 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. And this was just one example.

Analysis 195

Analysis Feedback Social Media Chatbots 195

delighted

OCTOBER 22, 2024

But while ecommerce has made retail purchases more accessible, it has also disrupted the traditional, linear, retail buyer’s journey and has transformed it into a more complicated series of customer touchpoints. Mapping these touchpoints is crucial to understanding the ecommerce customer journey – and improving customer experiences.

Customer Journeys 52

Customer Journeys Ecommerce Social Media Net Promoter Score 52

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

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. Social commerce is expected to nearly double between now and 2028, to $137 billion in retail sales, according to data presented by Emarketer.

Report 52

Report Data Retail Social Media 52

Comm100

FEBRUARY 10, 2022

Glossier’s customer service department responds to buyer messages and comments on social media. Customer data comes through various channels—email, website, social media, and sales calls. An average buyer has access to multiple brand touchpoints in their journey—social media, email, live chat.

Self Service 130

Self Service Customer Service Strategy How To 130

CSM Magazine

OCTOBER 21, 2024

Provide options such as email, live chat, social media, and phone support to ensure that customers can reach you via their preferred method. Furthermore, leverage social media platforms to engage with customers, answer their questions, and build a community around your brand.

Tips 52

Tips Customer Experience Social Media Customer Centricity 52

Optimove

NOVEMBER 26, 2024

However, customers today interact with brands across multiple channels, including SMS, in-app messaging, social media, and direct mail. Key Considerations for Transition: Phase 1 (Email Focus): Start by optimizing the email program with robust data analysis, clear segmentation, and personalized messaging.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Currency Alliance

AUGUST 15, 2024

This is precisely what loyalty programs were originally designed for, as marketing platforms purpose-built for measuring and incentivizing customer engagement, including when the customer is not shopping with your brand. Let me re-emphasize: relationships are built by people and through positive experiences across all touchpoints.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

TechSee

MAY 19, 2021

view of customers by accumulating data from the various touchpoints that a customer may use to contact a company. Imagine the possibilities if that same company also analyzed relevant data from the customer’s social media posts and other online reviews. Predict the Future with Data Analytics.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

BirdEye

DECEMBER 27, 2024

While some diners rely heavily on Google reviews, others might prefer specialized restaurant review sites or social media platforms for their dining decisions. Successful restaurant owners recognize that different platforms attract different audiences.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

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. Social media vs. SEO reach.

Customer Journeys 100

Customer Journeys B2C Social Media Omni-Channel 100

Thematic

OCTOBER 30, 2024

You can collect VoC data through: Surveys Interviews Reviews Social media interactions This data is crucial for understanding customer satisfaction, identifying areas for improvement, and strengthening customer relationships. Direct customer feedback can provide actionable insights that help retailers enhance loyalty programs.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

delighted

OCTOBER 3, 2024

Brands are leveraging customer data for personalized experiences Brands collect data at various touchpoints across the ecommerce customer journey. Social commerce meets customers where they are Social media is now more than just a marketing channel: it can also serve as an extension of your storefront.

Ecommerce 93

Ecommerce Retail Trends Social Media 93

NobelBiz

OCTOBER 24, 2023

. – Christian Montes, Executive Vice President of Client Operations @NobelBiz Key Components of a Customer Experience Map: Touchpoints These touchpoints are the various points of interaction between the customer and the brand. Social media engagement for customer feedback. Self-service web portal for issue resolution.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

Ecrion

SEPTEMBER 3, 2020

Viewing your business from your customers’ shoes will allow you to create the perfect touchpoints and optimize the user experience on your platform. You can achieve these goals by creating relevant, valuable content for your blog, personalizing customer touchpoints, and incentivizing users to visit your digital properties.

Customer Engagement 98

Customer Engagement Engagement Social Media Touchpoint 98

SurveySensum

AUGUST 19, 2024

This is one of the customer touchpoint examples where the brand engaged with Mike to remind and or understand why he abandoned the cart. This interaction at this touchpoint in Mike’s customer journey prompted him to become a customer from just a mere visitor. What are Customer Touchpoints?

Touchpoint 52

Touchpoint Examples Customer Journeys Social Media 52

Optimove

FEBRUARY 12, 2025

Examples: Make sure to: Provide discounts on spring-themed items for holiday shoppers Launch loyalty programs that give early access to seasonal collections Promote Christmas in July campaigns to re-engage customers mid-year #4. Also try using gamification to power customer interaction through fun and exciting tournaments or programs.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

ShepHyken

MAY 28, 2018

Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. My Comment: Loyalty programs can be powerful.

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

Currency Alliance

MAY 9, 2017

But getting real value from loyalty programs has become harder and harder. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs. The typical consumer is now a member of lots of programs.

Loyalty Programs 40

Loyalty Programs Loyalty Social Media Consumers 40

Currency Alliance

NOVEMBER 22, 2016

But getting real value from loyalty programs has become harder and harder. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs. The typical consumer is now a member of lots of programs.

Loyalty Programs 40

Loyalty Programs Loyalty Social Media Consumers 40