Experience Investigators by 360Connext

DECEMBER 17, 2014

Tackle those trickiest touchpoints in 2015. Bookmark this blog and subscribe to the Crack The Customer Code podcast ! Blog Customer Experience Customer Journey Mapping Featured customer service employee engagement Entrepreneurship leadership linkedin loyalty' whenever they’d like! Make 2015 the year to fix them.

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

Alida

DECEMBER 9, 2016

It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers. It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint. Why so many companies fail to master the customer journey.

Customer Journey Mapping 224

Customer Journey Mapping Customer Journey Touchpoint Social Media 224

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

JANUARY 9, 2024

When customers are satisfied and engaged, they are more likely to make repeat purchases, upgrade services, enter into partnerships with your company, and explore additional offerings over time. This makes it critical to invest in technology that will better engage consumers and make every part of the customer journey pain-free.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

GetFeedback

JULY 24, 2018

In this age of hyperconnectivity , brands can engage their customers in more ways than ever, yet they’re failing to meet their needs. It’s the sum of all touchpoints and interactions that occur throughout a customer’s relationship with your brand, including the pre-sale period. What is customer experience, really?

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

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

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

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

GetFeedback

JULY 23, 2018

Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In 2018, retailers are moving toward an omni-channel model of customer engagement that caters to customers across multiple platforms. Step 3: Define your touchpoints.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

InMoment XI

FEBRUARY 3, 2022

That’s why we put a magnifying glass over these emerging consumers and employees in our recent 2022 Experience Trends report , to give you the intelligence you need to create a positive impact with Gen Z, whether you’re trying to convince them to become loyal customers or recruit them to be engaged employees.

Employee Experience 397

Employee Experience Brands Social Media Customer Experience 397

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. . For every type of engagement, CX professionals need to consider whether an easy interaction makes customers feel valued. Do you see the pattern?

Loyalty 257

Loyalty Touchpoint Books Article 257

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”. B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management'

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

GetFeedback

MARCH 20, 2019

Present your survey in a way that is easy to complete and visually engaging. This method is proven to boost engagement and reduce unsubscribes. The average adult attention span is just 8 seconds , so there is no time to mess around in terms of engaging respondents. Your surveys have to be mobile-friendly. Adjust for readability.

Customer Journey Mapping 255

Customer Journey Mapping Net Promoter Score Customer Journey Touchpoint 255

Feedbackly

JULY 12, 2023

Touchpoints are how the brand engages with its customers and play a vital role in fostering a strong relationship between the two parties. Every buying journey has a complex web of touchpoints that can range from 20 to over 500! Also, research shows that it requires around eight touchpoints on average to close a sale.

Touchpoint 98

Touchpoint Customer Journey NPS Feedback 98

Experience Investigators by 360Connext

OCTOBER 17, 2018

Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are. My 3 buzzwords: Engagement. Engagement. To become a truly customer-centric organization, engagement is not only critical, but it’s costly if it’s not there.

Leadership 283

Leadership Culture Customer Centricity 2019 283

GetFeedback

JUNE 12, 2019

I want to emphasize that the term customer experience encompasses all interactions, across all touchpoints of a customer’s journey and relationship with your brand. This means any type of engagement a customer has with your company, whether it be on your website, via social, on the phone, in person, etc.

User Experience 329

User Experience Customer Experience Reference Customers 329

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. Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? Many leaders have an idea of the big picture.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

GetFeedback

MAY 9, 2019

At this stage, the cross-functional CX coalition team is also working on engaging the entire workforce in the strategy. Employee engagement : Employees have to be fluent in the company’s CX goal and strategy. Identify the key drivers (interactions, customer journey touchpoints, etc.)

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

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

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

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

Optimove

FEBRUARY 17, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This post demonstrates how the Marketing Rule of 7 can transform fleeting interactions into sustained customer relationships by emphasizing the importance of repeated, personalized touchpoints. What Is the Marketing Rule of 7?

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

GetFeedback

APRIL 1, 2019

This allows you to collect customer data from every engagement, which can be used to refine your segments so that only relevant readers are targeted with your email surveys. Engages the customer during each critical step of the purchasing journey so that you can get authentic feedback that allows you to see the bigger picture.

Net Promoter Score 220

Net Promoter Score E Commerce NPS Feedback 220

GetFeedback

JUNE 22, 2019

The reason that this technique is so effective is when you cut the fluff, the rest becomes far more engaging. Create short, engaging surveys that don’t take up too much of your customers’ valuable time. Any interaction or touchpoint with your customer should be on brand. 4: don’t break character for any reason.

NPS 304

NPS Net Promoter Score Feedback Brands 304

GetFeedback

SEPTEMBER 5, 2018

These days, people engage with brands through a number of different avenues, especially digital channels like social media, emails, and live chat. More than just a recent buzzword, omnichannel represents a shift in the way brands engage with their customers. It’s also about optimizing the customer experience at every touchpoint.

Omnichannel 150

Omnichannel Touchpoint Social Media Rewards Programs 150

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. Engage non-customer-facing roles Employees want to work in a well-respected organization and care about the company’s customer engagement success. (Or Back To CX Accelerator Blog

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Experience Investigators by 360Connext

OCTOBER 17, 2018

Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are. My 3 buzzwords: Engagement. Engagement. To become a truly customer-centric organization, engagement is not only critical, but it’s costly if it’s not there.

Leadership 227

Leadership Culture Customer Centricity 2019 227

Comm100

FEBRUARY 6, 2023

You can proactively engage with customers by soliciting feedback, sending timely messages, and starting meaningful conversations. 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

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. For instance, adding SMS reminders or app push notifications can enhance engagement.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

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. Review moderation engaging with customers publicly and privately to improve brand perception.

Management 115

Management Customer Experience Roadmap NPS 115

BirdEye

MARCH 6, 2025

By focusing on local listings, engaging with customers, and maintaining a consistent brand presence. In this blog, youll learn how to piece together each tactic for real, measurable growth. If your brand also feels invisible, keep reading. Think of this as your roadmap to winning over potential customers.

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

GetFeedback

JANUARY 16, 2019

The first touch should also be simple, elegant, and engaging. Don’t overwhelm your audience with too many questions in your first touchpoint. Make it brief and engaging by displaying the most important survey question before inviting your customers to take the full survey. Keep it short and simple.

Metrics 210

Metrics Touchpoint Presentation Feedback 210

Optimove

OCTOBER 29, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Marketers will see the growing importance of email personalization and relevance in driving consumer engagement during the competitive holiday shopping season.

Marketing 52

Marketing 2024 Download 2023 52

Totango

MARCH 29, 2022

Building and maintaining each unique customer journey can be a complex task — often with teams needing to understand how each customer communicates, what their needs are, and how best to move forward with individual customer engagement efforts. Allow Automation to Scale Customer Engagements.

Customer Engagement 101

Customer Engagement Engagement Customer Journey NPS 101

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. Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! My mother, Jane Reuss, is a Member Engagement Advisor for Life Time Fitness.

Brands 266

Brands 2013 2014 Retail 266

GetFeedback

OCTOBER 30, 2018

This type of interaction can occur across varying distribution channels at different touchpoints throughout the customer journey. Since using the feature, we’ve seen an immediate impact on survey engagement. The post Introducing GetFeedback for Salesforce Chat appeared first on GetFeedback Blog.

Demo 103

Demo Feedback Omnichannel Touchpoint 103