InMoment XI

JANUARY 27, 2025

And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI. Every conversation becomes a strategic touchpoint, driving additional sales while delivering personalized experiences that meet customers’ needs at precisely the right time.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

GetFeedback

DECEMBER 2, 2019

Use other business knowledge to find the ROI of your CSAT initiatives. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . Here’s another example on how to calculate ROI with this information. Prove the ROI of CSAT with consistency.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

AskNicely

MARCH 15, 2018

And on the ROI front, Harvard Business Review relates that “customers who have the best past experiences spend 140% more compared to those who had poor past experiences.”. Join Us for a “Smooth” Webinar. How to use NPS to deliver amazing experiences at every brand-customer touchpoint. The Customer Journey Has Evolved.

Customer Journeys 150

Customer Journeys Net Promoter Score Customer Experience NPS 150

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. Watch the full presentation: Check it out on SlideShare: [Webinar Recap] – Customer Journey Mapping and Best Practices. We usually start off with a single touchpoint. 3 months after a sale? Five to six colleagues.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Connecting CX to ROI. Connect CX to ROI – understand how CX improvements affect real business metrics.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

GetFeedback

JULY 19, 2019

If you’re beginning to get positive feedback on a touchpoint in your customer journey that you set out to improve, you’ve got an insight into your CX process and the decisions you’re making. This guide will teach you how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts. Get the Guide.

Data 262

Data How To Social Media Effort Score 262

customer sure

JANUARY 20, 2025

Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers. Measuring ROI in CX: Proving the Value Popular opinion would have you believe that its hard to measure the ROI of CX initiatives.

Trends 62

Trends Net Promoter Score Analysis ROI 62

inQuba

JANUARY 12, 2025

The ROI definitely flowed from Jobs masterful marketing capabilities. Multi-touch attribution (MTA) is a method of marketing measurement that accounts for all the touchpoints on the customer journey and designates a certain amount of credit to each channel so that marketers can see the value that each touchpoint has on driving a conversion.

ROI 52

ROI Marketing Multi-Channel Customer Journeys 52

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. By meticulously analyzing customer interactions across various touchpoints, businesses can discern patterns, preferences, and propensities. Enter analytics.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

Lumoa

APRIL 18, 2023

By increasing the precision of your observations about your customers, you’re able to apply more effort on solving specific problems (versus spending time and energy on broad or poorly defined problems that are less likely to deliver an ROI). When do errors occur in product use? Is your onboarding program setting clients up for success?

Analytics 195

Analytics Customer Experience Management Net Promoter Score 195

Totango

FEBRUARY 28, 2020

At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning. That’s for 1:1 touchpoints. Creating a strong customer engagement strategy makes sure every interaction delivers that value.

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 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. Offering educational resources such as webinars, tutorials, or guides, can empower customers to educate themselves and make informed decisions. What is Customer Experience Improvement?

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

Totango

AUGUST 21, 2020

SC: We defined a customer lifecycle journey and map with associated engagement touchpoints. As mentioned in the Webinar, we are also enabling partners on the playbook and methodologies to drive like experience. SC: Renewal, Upsell, NPS, and CS Productivity are the business metrics from an ROI perspective. What data is used?

Customer Success 117

Customer Success Innovation NPS Touchpoint 117

delighted

APRIL 25, 2022

Casper also triggers referral communications across multiple touchpoints. Step 4: Maximize ROI with A/B tests. The post Webinar recap: How Casper unlocks Promoter referral revenue appeared first on Delighted. Casper is constantly A/B testing their referral program.

NPS 60

NPS CRM Ecommerce Retail 60

Clarivate

JANUARY 29, 2019

We’ve recorded over 75 videos and webinars over the last three and a half years here at CustomersFirst Now. Many of the videos are recordings of our consultants, or our CEO Kerri Nelson, or are a webinar where we had a customer as a special guest presenting their case. CX Leaders Webinar: The Road to Customer Excellence.

Customer Journeys 65

Customer Journeys Video Case Study Study 65

Gainsight

MARCH 9, 2022

Instead, they use digital-first tools and strategies: One-to-many approach: Assisting customers via email, in-app notifications and guides, webinars, videos, and knowledge base content. CSMs also need to use metrics during the customer journey, before the customer arrives at final “hard” ROI metrics like NRR.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

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. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Self Service 52

Self Service How To Roadmap ROI 52

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Focus on customer retention and long-term ROI. Regularly monitor customer performance and identify opportunities for improvement.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Confirmit

FEBRUARY 7, 2017

Last month I presented a webinar titled “Too Much Data? It was interesting to see the results from our webinar audience backed up the anecdotal evidence I’ve heard as I speak to CX professionals around the industry. Time to Untangle the Web” ( you can watch it on-demand here if you missed it ).

Data 51

Data ROI Touchpoint Customer Journeys 51

Alida

NOVEMBER 8, 2017

My hope is to improve on the strong foundation that has already been laid by sewing together the customer touchpoints and transitions to ensure a seamless customer experience. Kelly will host the four-part webinar series , The big payoff: Realizing the ROI of customer relationships. I’m a bit of a Jack Welch fangirl!

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

ChurnZero

APRIL 15, 2022

If your Customer Success (CS) teams doesn’t possess ESP, you need tools to identify a customer’s buying signals, usage behavior, and ROI to break the endless cycle of trial and error with your expansion outreach. They don’t want to risk buying additional seats without proof of ROI in case they go unused.

ROI 98

ROI Data Examples Report 98

NobelBiz

MAY 25, 2023

What are Customer Data Platforms A Customer Data Platform or CDP is software that aggregates and organizes customer data across various touchpoints and channels into a single, unified database. Today, there are many different CDPs available on the market, each with its own unique features and capabilities.

Call Center 98

Call Center Software Data Contact Center 98

SurveySparrow

APRIL 11, 2021

Have they attended any webinars or demos? Organize a webinar where you share valuable information with your target market. Sign-up forms on your website and other interaction touchpoints. You can try sharing customized email surveys to sign them up on your website/for your webinars with SurveySparrow. Try it for Free now!

Strategy 98

Strategy How To Effort Score Social Media 98

ClearAction

JUNE 25, 2023

Third, Experience Management is about touchpoints, while Experience Leadership sets you up for success with widespread buy-in, collaboration, issue prevention, and lifetime value growth. This reduces workload for Touchpoint Management and Experience Management. And that makes ROI elusive. Start here!

Leadership 62

Leadership Touchpoint Course Employee Experience 62

inQuba

MAY 16, 2021

INSERT ADAPTED GRAPHIC FROM WEBINAR DECK – ADAPTED FOR BLOG]. They’ve also found that journeys matter more than touchpoints, and that journey-led approaches are more positively correlated with important business outcomes. (2). Are mobile network customers upgrading due to positive brand experiences at a particular touchpoint?

Omni-Channel 52

Omni-Channel Multi-Channel Touchpoint Customer Journeys 52

BirdEye

MAY 3, 2023

Common examples of B2B marketing channels are Search Engine Optimization (SEO), Pay-Per-Click (PPC) advertising, content marketing, B2B online communities and select social media platforms, email marketing, and webinars. Through its Amazon Associates program , the company has built an extensive network of affiliates, fueling increased sales.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

BirdEye

MARCH 4, 2024

When you guide recipients through a storyline specific to their interests over several touchpoints, they pay more attention and interact more than they would with traditional email blasts. Higher engagement People prefer to engage with content that interests or feels relevant to them. Here is a step-by-step guide to help you get started.

Marketing 111

Marketing How To Multi-Channel Tips 111

ChurnZero

NOVEMBER 21, 2023

ROI is no longer the deciding factor in a customers decision to renew. In our webinar, Beyond ROI: Reverse engineering the buyer journey for renewal success , Adil shares how CSMs can manage renewals proactively by decoding the buyer’s mindset. Q: You encourage discussing benefits beyond ROI during renewal conversations.

ROI 52

ROI Financial Customers Meeting 52

Kitewheel

AUGUST 9, 2021

In a recent webinar hosted by Kitewheel a CSG company , Mark Smith discussed how businesses can move from adaptation mode to strategic footing with guest speaker Rusty Warner, VP at Forrester Research. We share a summary of the conversation below, but don’t miss the on-demand webinar for more information.

Analytics 52

Analytics Customer Journeys Consumers ROI 52

CustomerSuccessBox

DECEMBER 24, 2021

It’s usually on the customer success teams to analyze the potential touchpoints and decide: How could the interaction be better? Highlight the ROI or the value that they received or the positive impact that your product was able to offer. It is because not all customer touchpoints are equal. Take an example of renewals.

Customer Journeys 52

Customer Journeys Customer Success Chief Customer Officer Touchpoint 52

Gainsight

SEPTEMBER 8, 2020

The challenge of scaling customer success was a topic in our recent Gamechanger webinar series. Automate customer surveys and feedback; leverage digital engagement to support long-tail customer segment; increase customer touchpoints with minimal effort. Register for our next GameChanger webinar here. Journey Orchestrator.

Knowledge Base 52

Knowledge Base Customer Success Customer Journeys Survey 52

Think Customers

AUGUST 30, 2021

In-person meetings have nearly disappeared, replaced by Zoom meetings, webinars, virtual trade shows, online wine tastings, and cooking demonstrations. Sales engagement According to Forrester, sales engagement (SE) platforms “help sales, marketing, and post-sales personnel manage their omnichannel touchpoints at all stages of the buy cycle.”

B2B 59

B2B Sales CRM Video 59

Feedbackly

OCTOBER 30, 2023

A CX program aims to improve every touchpoint in the buying journey to ensure customers receive a seamless and rewarding experience. Clients will find the transition from one touchpoint to the other consistent and effortless. Firstly, it fosters a conducive environment for customers to shop in, whether it’s digital or in-store.

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

inQuba

JANUARY 13, 2022

They’ve also found that journeys matter more than touchpoints, and that journey-led approaches are more positively correlated with important business outcomes. (2). Are mobile network customers upgrading due to positive brand experiences at a particular touchpoint? McKinsey & Co. Practically, what does this mean? Book a demo.

Omni-Channel 52

Omni-Channel Multi-Channel Touchpoint Customer Journeys 52