InMoment XI

FEBRUARY 3, 2022

This may seem like an oversimplification, but when you think about it, Gen Z grew up in a world that is more connected than ever, has more access than ever, and gets everything done faster than ever. We’ve spent a lot of time on the InMoment blog discussing the importance of a seamless experience. How are you connecting with them?

Employee Experience 397

Employee Experience Brands Social Media Customer Experience 397

Experience Investigators by 360Connext

DECEMBER 17, 2014

Map the customer journey. (Or connect with us and leave it to the pros!). Tackle those trickiest touchpoints in 2015. Bookmark this blog and subscribe to the Crack The Customer Code podcast ! If the CEO hears about a problem, it’s more likely to get fixed! Invite a customer into your board meetings. Keep learning!

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. What type of medium is used.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

GetFeedback

JULY 19, 2019

Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. There can be dozens—even hundreds—of touchpoints. Unlike a customer touchpoint, a customer journey has a beginning and an end.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

GetFeedback

SEPTEMBER 18, 2019

Loyalty is influenced by many touchpoints across the journey–service happens to be one of those touchpoints–and one that is far more likely to lead to disloyalty. . Reading this told me that effort is not the only important element of great customer experience; a strong emotional connection to the brand is also key. .

Loyalty 257

Loyalty Touchpoint Books Article 257

Experience Investigators by 360Connext

FEBRUARY 25, 2015

When we ask our clients a question like “ What are your touchpoints ?” Checking off “web site” as a touchpoint is part of the process, but it’s better to dig into the specifics of what that means. ” we get a lengthy list of the many places where customers and company interact.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Integrate different customer touchpoints – to deliver a truly consistent CX. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Experience Investigators by 360Connext

MARCH 15, 2018

As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. Human connections make a huge difference in B2B.

Connections 160

Connections B2B Fashion Touchpoint 160

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. Personalization also serves as a sign of respect for customers’ loyalty and business.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s easy to produce a web site or ordering form or blog post without truly considering how it fits into your customer’s world. It’s design and evaluation and improvement and every single piece of the touchpoint puzzle. Let’s make a routine trip to the drug store something special. Click to Tweet this!).

Customer Experience 289

Customer Experience Social Media 2014 Events 289

InMoment XI

FEBRUARY 16, 2024

In this blog post, we delve into the first pillar – Strongest Signals – and explore how InMoment’s Integrated CX leverages AI and expert services to collect and connect experience data from every touchpoint in the multi-channel customer journey, forming the foundation of a holistic understanding of customer experiences.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

GetFeedback

JULY 23, 2018

Creating a customer journey map that plots out all of these touchpoints can help organizations offer a better-integrated buying process that spans multiple channels. Step 3: Define your touchpoints. In the margins, list all of the various touchpoints that you identified at your organization. Identify optimization opportunities.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

inQuba

MARCH 12, 2025

In today’s competitive market, emotional marketing has become a crucial strategy for businesses seeking to establish strong connections with their customers. Humans are wired to justify their emotional decisions with logic, making emotional connections a powerful tool for marketers.

ROI 52

ROI Customer Retention Connections Measurement 52

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Don’t reserve empathy for one set of customers or only the big touchpoints. Each touchpoint leads to an emotion. Empathy for Real Life Customers.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

Experience Investigators by 360Connext

NOVEMBER 12, 2014

When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. Blog Customer Engagement Customer Experience Featured brand identity consulting customer engagement experimental marketing linkedin targeted marketing'

Brands 259

Brands Hotels Consulting Workshop 259

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. Every touchpoint, every service response, every communication, must be representative of an amazing experience. Leaders must engage employees to deliver a great experience.

Leadership 283

Leadership Culture Customer Centricity 2019 283

ShepHyken

JULY 26, 2019

Every single touchpoint needs to be covered right from the moment they hear about you or found via Google to how easy or difficult it was to purchase things from you. To understand customer needs and wants, it becomes essential for you to connect and empathize with situations often faced by them. I am pretty sure you must have.

Blog 120

Blog Customer Experience Net Promoter Score Competitive Advantage 120

GetFeedback

JANUARY 12, 2020

Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Customer touchpoints vs. journeys. I haven’t used customer support yet, but that’s another obvious touchpoint.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Experience Investigators by 360Connext

FEBRUARY 12, 2015

Schedule a Touchpoint Discovery Workshop or let our Customer Experience Investigation™ team micromap the journey. Consulting Speaking Workshops/Training Webinar Work with us Guest blogging Other Your Message *. Need help uncovering the broken parts of your SaaS experience? Company What can we help you with?

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. Back To CX Accelerator Blog

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Experience Investigators by 360Connext

MAY 20, 2015

Touchpoint Inventory. The touchpoint inventory is a highly-detailed way to understand just what your customers have to do to become customers, stay customers and exit as former customers. What can we do to help our employees understand their connection to the customer? (The worst organizations never attempt to map the journey.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

InMoment XI

MARCH 20, 2024

They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach. In this blog we break down the key components which remain the driving force behind their banking revolution!

Customer Centricity 195

Customer Centricity Net Promoter Score Banking 2010 195

GetFeedback

SEPTEMBER 5, 2018

It’s also about optimizing the customer experience at every touchpoint. As a result, they’re capable of using different communication mediums to connect with their target audience. Every touchpoint guides the customer forward. appeared first on GetFeedback Blog. It maximizes efficiency.

Omnichannel 150

Omnichannel Touchpoint Social Media Rewards Programs 150

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. One of the most important things a good journey map can do is connect the employees of an organization to the customer.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

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 Journey Loyalty Programs Social Media 69

Comm100

FEBRUARY 6, 2023

Companies can no longer connect with clients on a human level, and as a result, clients feel neglected. Customers typically engage with your brand on different touchpoints. You’ll be able to map their customer journey, identify the touchpoints, and provide support whenever they ask.

2023 98

2023 Financial Blog Customer Experience 98

GetFeedback

AUGUST 14, 2019

Once those changes are rolled out, measure CSAT around the touchpoint of the invoice again. . This approach can be used for any touchpoint you identify as a pain point for your customers. Connect with her: experienceinvestigators.com | @jeanniecw. The Customer Satisfaction Score is a tool in your CX toolkit.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

InMoment XI

MAY 3, 2024

At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey. In this blog, we dive into the details of how Foot Locker is revolutionising retail through its CX initiatives.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. Every touchpoint, every service response, every communication, must be representative of an amazing experience. Leaders must engage employees to deliver a great experience.

Leadership 227

Leadership Culture Customer Centricity 2019 227

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Teams are responsible for everything from designing and collecting feedback to designing better touchpoints and end-to-end experiences. Understanding how a customer feels means really listening to them, observing their behavior and connecting emotionally. Instead, they care about convenience, connections and compassion.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

GetFeedback

NOVEMBER 5, 2018

To connect your disparate departments together and increase productivity, there’s no better tool than the customer journey map. The map will allow you to easily identify and fill the gaps between touchpoints and departments. And yet, when departments are disjointed, it’s obvious to customers, and it negatively affects their experience.

Customer Journey Mapping 220

Customer Journey Mapping Customer Journey Touchpoint Measurement 220

CloudCherry

FEBRUARY 26, 2019

In this blog, we will discuss the key highlights of this report. This year’s study establishes a clear connection between maturity level and partnership with service providers and consultancies. In optimizing each interaction with the customer at every touchpoint, companies deliver on their ‘Customer-first’ promise.

2018 256

2018 2014 Measurement Retail 256

CX Accelerator

AUGUST 19, 2019

It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success. Back To CX Accelerator Blog. It facilitates organisational responsiveness because “red flags” or declining trends over time are easily discerned.

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

CX Accelerator

AUGUST 19, 2019

It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success. Back To CX Accelerator Blog. It facilitates organisational responsiveness because “red flags” or declining trends over time are easily discerned.

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

Experience Investigators by 360Connext

APRIL 30, 2015

Michaels put some real thought into this- not as an exit point, but as an important customer touchpoint. ” “Let’s give them a chance to stay connected on their terms.” They addressed the key realities of the relationship when designing this page. Does it really have to be all or nothing!?

Brands 266

Brands 2013 2014 Retail 266

TechSee

JUNE 10, 2021

This blog challenges that status quo. Far more than simply being a tool to help your staff see what the customers see, Visual Assistance can guide the customer across many touchpoints, from onboarding, unboxing, setup, and troubleshooting to operational guidance, maintenance, and repair. Deal with Data Analytics. billion devices.

Innovation 207

Innovation 2025 Transportation Consumers 207

Thematic

APRIL 1, 2025

If your goal is to boost satisfaction, connect it to something tangible like “which should increase repeat purchases by 15%.” Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”? And importantly, tie these objectives to business outcomes.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62