CSM Magazine

MARCH 4, 2025

Routing returned items directly to the nearest fulfillment center, minimizing transportation delays and costs. Build a Stronger Connection with Customers An efficient returns management system is more than logisticsits a critical touchpoint in your brands relationship with customers.

Management 52

Management Transportation Policies Retail 52

CX University

SEPTEMBER 10, 2021

So what does CX have to do with the rough and ready world of transportation and logistics? If you fail on one touchpoint, the customer’s perception of the whole experience suffers. Participants concurred and mentioned their companies are training employees in the skill of standing in the shoes of the customer at every touchpoint.

Groups 94

Groups Transportation Net Promoter Score B2C 94

Oracle

FEBRUARY 28, 2019

When it comes to omnichannel customer experience, brands are able boost sales while at the same time improving customers’ experiences at various touchpoints. While he mentioned a few reasons why the luxury retail store’s CX efforts are on point , one particular omnichannel approach stood out.

Omni-Channel 106

Omni-Channel Brands Customer Experience Hotels 106

UJET

FEBRUARY 11, 2020

Optimizing Channels for Customer Support dives into the importance of building identical support experiences, no matter the channel by looking into three separate industry verticals: e-commerce, on-demand transportation, and on-demand food delivery.

Brands 72

Brands e-support Transportation Video 72

CSM Magazine

FEBRUARY 11, 2020

New report further establishes the need for building seamless customer experiences across all channels and touchpoints. Questions focused on consumer preferences and expectations across three industries: e-commerce, on-demand transportation and on-demand food delivery. UJET Inc. , Consumers from all 50 U.S. About UJET.

Tools 64

Tools e-support Transportation Report 64

Second to None

JULY 25, 2019

Based on customer surveys deployed throughout the customer journey , businesses are awarded a Customer Effort Score that indicates how enjoyable it is to interact with the brand at various touchpoints. Questions may ask about any aspect of the journey, typically in anticipated areas of aggravation.

Innovation 80

Innovation Effort Score Travel Transportation 80

Hello Customer

MARCH 15, 2023

Our AI already takes your industry and touchpoint into account, still, it’s possible that you’re looking for a more personalized analysis. Say you wanted to get a general overview of how friendly your staff is , yet you have staff members working at different touchpoints in the customer journey (i.e. Let’s make this more concrete.

Groups 52

Groups Feedback Company Transportation 52

Thematic

JANUARY 16, 2025

They used Thematic to tackle their Touchpoint Net Promoter Score (tNPS) across customer-facing teams. Transportation: From optimizing delivery routes to enhancing passenger experiences, the transportation sector gets smarter with text analytics. The stakes couldn’t be higher. Take Vodafone New Zealand , for instance.

Analytics 62

Analytics Data Net Promoter Score Analysis 62

SurveySparrow

APRIL 21, 2022

Public Transport (trains, metro stations, buses, rental bikes, ferries, airports). So, why don’t more people use public transport? Plan the incentives and contracts of PT (public transport) operators as per these metrics. Map passenger touchpoints to increase service frequency and the number of vehicles.

Customer Insights 52

Customer Insights Transportation How To Self Service 52

CSM Magazine

MAY 3, 2021

Find a template that fits your industry, such as finance, retail, transportation, digital services, etc. List down the core touchpoints. Try to map every stage where your customer can potentially engage with your business and document all touchpoints. This is a negative touchpoint. Look out for Moments of Truth.

Customer Journeys 52

Customer Journeys Tips Touchpoint Infographics 52

CSM Magazine

APRIL 17, 2023

In the past, it was enough for an airport to fulfill these functions as a vital part of the transportation system. Aside from facilitating air transportation, airports are now also expected to provide tourists with their first and last touchpoints with their destinations.

Travel 52

Travel Customer Service Transportation Competitive Advantage 52

Happy or Not

APRIL 1, 2025

Using the right customer feedback tool at key touchpoints in the customer journey allows companies to identify customer pain points and take action swiftly. By integrating real-time customer feedback solutions at strategic touchpoints, companies can collect valuable feedback directly related to specific experiences.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

PeopleMetrics

MAY 12, 2022

A customer journey map is a visual or multimedia representation of all the touchpoints that a customer has with your business over the course of your relationship. Proactively managing and improving your CX inherently requires careful thought about your interactions, touchpoints, and impressions with customers. Touchpoints.

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

BirdEye

MAY 4, 2021

Ride-hailing apps allow users to find reliable transport with just the click of a button. Technological advances have enabled quick and seamless experiences for consumers across different industries. eCommerce sites offer 1-click shopping and same-day delivery. We call this process Experience Marketing.

Healthcare 105

Healthcare Strategy Marketing Social Media 105

DCX

SEPTEMBER 29, 2024

Why it matters: This innovation could revolutionize public transportation customer service, potentially reducing wait times and improving efficiency. Why it matters for CX professionals: Omnichannel experience: CX strategies must evolve to seamlessly integrate social shopping touchpoints with traditional online and offline channels.

e-support 86

e-support Customer Centricity Apparel Leadership 86

Quadient

JULY 25, 2022

One of the ways we understand the customer’s experience is through mapping and analyzing the journey through all customer touchpoints. Just like a journey could include many modes of transportation, customer journeys may involve multiple channels in pursuit of completing the task or achieving the desired outcome.

Customer Journeys 52

Customer Journeys Analysis Touchpoint Effort Score 52

ViiBE Blog

JANUARY 19, 2022

Many however scrambled to transport desktops, laptops, and other IT peripherals to the homes of their workforce while others adopted BYOD with proper security and VPN software systems in place. Multiple touchpoints According to Harvard Business Review , more touchpoints mean more complexity.

Customer Service 52

Customer Service Net Promoter Score e-support CRM 52

ViiBE Blog

JANUARY 19, 2022

Many however scrambled to transport desktops, laptops, and other IT peripherals to the homes of their workforce while others adopted BYOD with proper security and VPN software systems in place. Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

2020 Research

OCTOBER 30, 2023

Immersive Nostalgia Experiences : Create immersive experiences that transport adults back to their childhood. Pop-up installations, events, or exhibitions that pay homage to cultural touchpoints from the past become powerful brand engagement platforms, sparking conversations and lasting memories.

Trends 52

Trends Brands Transportation Comparison 52

Currency Alliance

MAY 9, 2019

Consumers thought about cars and mass transit, while manufacturers of transportation assets thought about market share. As long as you participate in some way, you’ll be able to reward your customer with points, gain an excuse to increase touchpoints, capture better data, and maintain a profitable position for your brand. Over $2.5b

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

ShepHyken

DECEMBER 7, 2023

Environmental Protection Agency notes that the transportation sector accounts for about 29% of total U.S. The crux of the matter is this: Every touchpoint in customer service, from the first interaction to the final delivery, offers an opportunity to incorporate more sustainable practices. greenhouse gas emissions.

Call Center 65

Call Center e-support Travel Transportation 65

West Monroe

APRIL 14, 2017

Perhaps you unexpectedly need to transport crew members on an already-full flight to Louisville and must decide between: Incentivizing passengers to voluntarily give up their seats by offering compensation. Cancelling another flight because you cannot transport the crew members. Buying organic apples.

Airlines 40

Airlines Transportation Hospitality Social Media 40

CSM Magazine

MAY 19, 2023

At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression. Consistency Consistency is vital for delivering a cohesive customer experience across multiple touchpoints.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Chattermill

OCTOBER 9, 2018

When creating excellent online surveys, it’s critical you make proper use of both question types and know exactly when to use each one across customer touchpoints and behaviors. For example, if I asked the question “What mode of transport did you use to get to work today? The Questions. Closed-ended questions. Car, Bus or Walk.”

Survey 60

Survey Net Promoter Score Transportation Effort Score 60

Magellan Solutions

SEPTEMBER 9, 2021

An omni channel BPO employs agents that are well-versed in using call center software that allows them to move between several touchpoints easily. An omni channel BPO has the capability to link customer data and personal information from all touchpoints. 4 Pillars of Transformative Omnichannel Contact Center. Smart Routing.

Omni-Channel 52

Omni-Channel Contact Center Call Center Customer Journeys 52

Oracle

AUGUST 7, 2018

Rather than incremental change for a single customer touchpoint, product, or service, customer-centric innovation focuses on transforming the end-to-end customer journey to create new experiences, new offerings, and greater value. Car manufacturers and shopping centers are collaborating to reinvent environmentally sustainable transport.

Innovation 111

Innovation Customer Journeys Customer Centricity Transportation 111

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. When: July 4 to 5, 2017.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Thematic

MARCH 26, 2025

The Case of Greyhound Passenger transportation companies face churn in the form of riders choosing alternate travel options. Strong feedback loops for customer experience help businesses refine their offerings and enhance satisfaction at every touchpoint.

Feedback 62

Feedback Social Media Analysis Survey 62

Second to None

MARCH 21, 2018

When I was at American Express, we physically tracked every customer touchpoint for a month and used our real-world discoveries to make empathetic and more personalized changes that improved our client acquisition rates by 46 percent. Be what you say you are.

B2B 59

B2B B2C Transportation Voice of Customer 59

delighted

APRIL 16, 2020

Adding another survey touchpoint to monitor supply chain logistics needs. Another one of our customers, a logistics management company, has been heavily impacted by supply and transportation disruptions. They can easily leverage their existing Delighted build to roll the new survey out to multiple geographies, and manage the responses.

Meeting 52

Meeting Survey Net Promoter Score How To 52

LoyaltyPlus

OCTOBER 4, 2020

LoyaltyPlus has over 25 years’ experience in the development and application of cutting-edge programmes and partnerships and its leadership in helping businesses ensure their customers remain loyal to their brands while optimising all touchpoints and customer experiences.

Airlines 40

Airlines Travel Transportation Government 40

Magellan Solutions

JUNE 10, 2019

It is a vital part of every touchpoint of the customer journey. Managing a transportation business is never easy. This is one of the primary reasons for outsourcing anyway — to give employees more time to focus on the strategic side of the business, not on its labor-intensive tasks. Customer service. Dispatch services.

Call Center 75

Call Center e-support Social Media Hotels 75

delighted

APRIL 16, 2020

Adding another survey touchpoint to monitor supply chain logistics needs. Another one of our customers, a logistics management company, has been heavily impacted by supply and transportation disruptions. They can easily leverage their existing Delighted build to roll the new survey out to multiple geographies, and manage the responses.

Net Promoter Score 45

Net Promoter Score Survey Meeting How To 45

Gainsight

JANUARY 27, 2021

I review customer Scorecards and account history within Timeline before important customer touchpoints adding credibility and meaning to my conversations and ensure I record all meeting notes and customer emails in Timeline with our Gmail Assist. Before anyone asks – I do not have any photos. .

Meeting 52

Meeting Management Transportation Customer Success 52

Currency Alliance

DECEMBER 4, 2023

Automated checkouts, which serve as the loyalty touchpoint in many supermarkets, are being reconsidered due to their impact on the customer experience. Over several years we’ll reach the point where every customer touchpoint with the brand can be loyalty-enabled.

Loyalty 59

Loyalty Trends Data Marketing 59

Magellan Solutions

DECEMBER 7, 2022

Reduced waiting times and transportation costs are also advantageous to patients. These touchpoints can be made in a variety of ways, from an overview of patient consultations to implantable cardiac monitors, through telehealth opportunities and remote treatment alternatives that are individualized and case-specific. LESSENED ANXIETY.

Healthcare 75

Healthcare Insurance Hospitality Consulting 75

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Melinda Gonzalez.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67