Optimove

NOVEMBER 26, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Key Takeaway s : Below are six key questions from marketers about crafting an effective strategy. This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

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. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey."

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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

CSM Magazine

SEPTEMBER 20, 2021

To ensure that the dicey game of customer happiness remains in your favor, we share 10 excellent customer support tips. 10 Awesome Customer Support Tips & Examples. Generally, businesses interact with the customers on standalone touchpoints in their journeys such as: First purchase. Let’s get started! First visit.

Examples 98

Examples Tips Self Service Social Media 98

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 their key characteristics (pro tip: consider both demographics or psychographics )? Where do they hang out?

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Thematic

APRIL 1, 2025

💡 Quick tip: Write down 2-3 key questions you want to answer with customer insights. 💡 Tip: Create a simple chart of your customer segments and list the top 3 concerns or needs for each, based on your data. 💡 Pro tip: Combine human intelligence with AI. Importantly, break down data silos.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. And this journey starts before they’re even a customer.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

Totango

FEBRUARY 23, 2023

In addition to digging into the quantitative data, CS operations teams also consider qualitative inputs like user feedback, comments shared in NPS surveys, or even discussion notes from touchpoints with a CSM. What are their strategic initiatives? Challenges? In 2023, Totango is taking its show on the road.

Tips 89

Tips Net Promoter Score Metrics NPS 89

GetFeedback

JANUARY 27, 2020

It’s a great idea to start by mapping out your customer journey, which will help you visualize the business issues that currently impact customer touchpoints. There are a few different approaches to take, but here are some tried-and-true tips that will help you get started. . Lay a foundation through focused prep work.

How To 221

How To Customer Journeys Feedback Survey 221

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. They need conversational analytics or customer review analysis to help track, analyze, and personalize interactions seamlessly across all touchpoints.

Strategy 62

Strategy Customer Experience Social Media Handbook 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

Thematic

MARCH 30, 2025

Centered Feedback Tips Tips to centralize feedback: Use a single customer feedback tool or CRM integration to capture input from email, chat, surveys (e.g., It also helps everyone understand the customer journey from start to finish, improving the customer experience across all touchpoints. CSAT surveys), and more.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

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. This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen.

Video 52

Video Customer Centricity Roadmap Course 52

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. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey."

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

DCX

DECEMBER 1, 2024

Each email comes with practical tips and challenges that I could apply immediately in my day-to-day interactions. No fluff, no filler—just proven tips to get everyone on the same page. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Let that sink in. Stop the Madness.

Fashion 52

Fashion Culture Trends Connections 52

Retently

MARCH 10, 2022

So, let’s start off by looking into the leading causes for an increased turnover and go through some actionable tips to follow if you want to stay on the safe side. Here are a few essential tips for an effective onboarding process: Define your onboarding process and make it mandatory. Customer Success and Churn.

Self Service 147

Self Service Poor Customer Service e-support Customer Success 147

DCX

FEBRUARY 2, 2025

Companies that anticipate needs, remove obstacles, and weave CX into every touchpoint—before the customer even realizes they need it. No fluff, no filler—just proven tips to get everyone on the same page. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

Thematic

JANUARY 7, 2025

By automating its processes using sentiment analysis tools, it could personalize every touchpoint. Quick Tips for Maximizing Results with Automated Sentiment Analysis Here are some things to keep in mind when automating sentiment analysis: Use both quantitative (e.g., You get a clear roadmap for action you must take.

Analysis 62

Analysis Social Media How To Effort Score 62

DCX

NOVEMBER 17, 2024

Next-level CX tips Use AI to personalize: AI can sift through data and help you customize customer interactions in ways that feel magical. CX pro tip: Audit your journey Take this moment to map out your subscription lifecycle. If you’re serious about getting everyone on the same page, this is your roadmap!

Social Media 52

Social Media Leadership Customer Centricity Tips 52

Retently

MARCH 17, 2025

Helps teams react fast to emerging issues in different CX touchpoints (e.g., Pro Tip : If your audience includes execs or non-CX teams, use visuals like graphs, trend lines, or bullet points to make insights digestible. an unexpected spike in refund requests or an increase in failed subscription payments). Whats Next?

Report 90

Report How To Effort Score NPS 90

Comm100

FEBRUARY 7, 2018

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 For example, with UserVoice.). Judging Resources and Support Availability.

Software 133

Software Customer Engagement Engagement Social Media 133

DCX

JANUARY 28, 2025

Pro tip: Try shadowing your frontline employees for a day. Customer Journey Map: Have a clear visualization of your customer’s journey, including touchpoints, handoffs, and potential friction areas. Observe in Real-Time: If possible, watch customers interact with your tools or services. —to identify gaps in evaluation.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Call Experts

OCTOBER 5, 2023

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. Technology Roadmap Inquire about the contact center’s technology roadmap and future plans.

Contact Center 105

Contact Center Call Center Guidelines Roadmap 105

SurveySensum

MARCH 12, 2025

Pro-Tip – Cross tabulation works best with categorical data, where variables are divided into distinct groups. Customer Satisfaction Managers For those responsible for the customer experience , cross-tab data visualization transforms standard satisfaction surveys into a detailed roadmap of customer behavior. The takeaway?

Analysis 52

Analysis Survey Airlines Net Promoter Score 52

DCX

JANUARY 19, 2025

Obsess over details: From the user interface of your website to the packaging of your product, every touchpoint matters. No fluff, no filler—just proven tips to get everyone on the same page. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Travel 52

Travel Customer Centricity Culture Brands 52

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Planning Your Digital CS Roadmap AuditBoard is continuously enhancing its customers’ experience by expanding its scale programs.

Self Service 52

Self Service How To Roadmap ROI 52

Optimove

JANUARY 17, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Getting to Know Your Customers Starts with Their Data To truly understand your customers’ needs and desires, you have to start with their data and let it drive each and every marketing effort.

Loyalty 59

Loyalty Roadmap Study Touchpoint 59

Gainsight

DECEMBER 8, 2022

Ask Yourself: Can This Be a Digital Touchpoint? Ometria introduced more digital-led touchpoints leveraging Zendesk adjacent to Support creating a Success Hub for its tech touch customers with the intention of strategic guidance, enablement materials, and quarterly product roadmap materials hosted there. .

Customer Success 52

Customer Success Strategy Roadmap Touchpoint 52

Optimove

JANUARY 3, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more 1. Develop Unified Customer Profiles Create comprehensive, unified customer profiles that bring together data from various touchpoints. All marketing should start with the customer. 

Marketing 59

Marketing Customer Centricity Analytics Touchpoint 59

DCX

SEPTEMBER 29, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap!

e-support 86

e-support Customer Centricity Apparel Leadership 86

BirdEye

APRIL 17, 2023

This article explores the world of subscription business models, including its benefits and tips for building one. Build a subscription strategy Develop a strategy for your subscription model that provides a roadmap for everything, from concepts to execution and renewals. It also needs some insider tips to help you avoid any surprises.

Customer Retention 98

Customer Retention Consumers Tips Sales 98

Solvvy

JULY 13, 2022

For example, if you plan to engage customers on multiple channels, make sure the platforms you consider enable outreach and support by voice, chatbots, message, email, or through other touchpoints. Once you’ve set a goal of automating some element of your customer service, the next step is to develop a roadmap to get there.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

Wootric CX Blog

SEPTEMBER 23, 2020

Then you can work to improve those response rates with the following tips. . If customers know in advance that feedback is taken seriously–for example, that it informs your roadmap, resource allocation, and training–your response rates will be higher. . Limit the number of questions to reduce friction.

Survey 98

Survey Net Promoter Score Effort Score How To 98

Talkdesk

MAY 4, 2020

Here are a few tips: Promote operational efficiency: Integrate all systems to increase efficiency and maintain an accurate and consistent flow of customer data across all levels of the operation. We can tell you more about how to achieve enterprise-grade system integration that stays within your IT roadmap and your budget.

Contact Center 58

Contact Center System How To Roadmap 58

Gainsight

APRIL 20, 2020

We don’t have time to call support and wait and our touchpoints with Customer Success need to be extremely efficient. Does your product reduce the need for support and make customer success touchpoints more effective? This way you can take their answers and sentiment and use it to quickly pivot on your roadmap planning.

How To 52

How To Insurance Touchpoint Roadmap 52

SurveySparrow

MARCH 14, 2023

10 Essential Product Manager Competencies You Need to Thrive Product features Roadmap Product analytics User experience Product solving skills User onboarding Prioritization Research Communication Organization #1. The product roadmap helps in the development and release of your product. Product beta testing data from SurveySparrow #3.

Management 10

Management Roadmap Communication Resources 10