GetFeedback

JULY 19, 2019

I released a modern customer service book called “Hug Your Haters: How to Embrace Complaints and Keep Your Customers.” 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. Get the Guide.

Social Media 262

Social Media Webinar Feedback Books 262

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. Answering the pressing need for ROI, the do it yourself approach – powered by intelligent virtual assistants – will continue to deflect the need for human interaction, delivering huge cost savings.

2019 173

2019 Customer Experience ROI 2025 173

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. And companies leading in AI-driven CX strategies are more than twice as likely to report positive ROI from their efforts.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

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.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 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 Touchpoint Omnichannel Social Media 195

Calabrio

MARCH 25, 2025

It goes beyond simply collecting feedback; it’s about actively listening to customer sentiment across all touchpoints. Customer journey mapping tools These tools focus on visualizing and analyzing the customer journey across various touchpoints. Detailed customer journey mapping across diverse touchpoints.

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

Calabrio

APRIL 15, 2025

See how – book a free demo today. Many organizations struggle to deliver consistency across all these touchpoints, leading to fragmentation and patient frustration. See how – Book a free demo today! But success isnt just about adding bots its about making them part of an adaptive service strategy.

Contact Center 52

Contact Center Healthcare Engagement Demo 52

Customer Bliss

NOVEMBER 3, 2016

Grab a hard copy of my book Chief Customer Officer 2.0 and flip on over to page 175. Touchpoints relative to that stage. My big four powers of the customer room have always been: Connecting the work of CX to ROI. ROI should be everything in business. The power of the customer room: Visual storytelling.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

GetFeedback

AUGUST 14, 2019

CSAT’s simplicity also makes it easy to implement across many touchpoints of the customer journey. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. Improvements in customer experience will yield improvements in your CSAT score by heightening satisfaction. Free CSAT Calculator. Get Calculator.

Download 268

Download Customer Satisfaction Measurement 2018 268

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. In an increasingly digital world, patients are spending less time making phone calls to a provider’s office and spending more time researching and booking appointments online.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

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.

2025 62

2025 Net Promoter Score ROI Customer Centricity 62

CloudCherry

DECEMBER 1, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

CloudCherry

OCTOBER 19, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

BirdEye

DECEMBER 30, 2024

Writing effective PPC ads is crucial for maximizing ROI, as compelling headlines and clear calls-to-action drive clicks and conversions in competitive markets. Clear call-to-action (CTAs): Design landing pages that guide potential leads toward booking appointments. Read the full Complete Care case study.

Healthcare 52

Healthcare Multi-Channel Social Media Advertising 52

Calabrio

MARCH 4, 2025

Typically, a customer service moment is in reference to a single interaction and the quality of care a customer received during that touchpoint. To know how metrics impact your ROI, you must understand the entire story, not just when one metric rises or falls. Book a demo to see the difference Calabrio ONE can make today.

Touchpoint 40

Touchpoint Metrics Measurement Customer Satisfaction 40

Calabrio

MARCH 4, 2025

Thats why, to offer customer experience excellence across all these touchpoints, the key word is not multichannel but omnichannel. Identify all the touchpoints they interact with, from initial research to post-purchase support. As consumers, we expect more than the flexibility of multiple channels. As businesses, we need to deliver.

Contact Center 52

Contact Center Omnichannel 2025 Touchpoint 52

BirdEye

MARCH 10, 2022

In such an environment, the businesses that win are those who deliver superior customer experiences from the very first touchpoint. How to calculate customer experience ROI What to look for in a customer experience software Get started with Birdeye. Collect data on each one of your touchpoints with customer surveys.

Customer Experience 98

Customer Experience Loyalty Programs Touchpoint Net Promoter Score 98

Wootric

JUNE 1, 2020

An executive, for example, might be more interested in ROI and scalability, while the end-user often cares more about just getting their work done, quickly and easily. . They have valuable information about end user pain at critical touchpoints in the SaaS user journey , including: Onboarding experience. Support experience.

Customer Experience 104

Customer Experience User Experience Touchpoint Metrics 104

CloudCherry

AUGUST 9, 2018

After the customer journey is designed, brands can begin to measure the customer’s experience across each touchpoint. True predictive platforms are able determine the key drivers of customer engagement leading to more accurate ROI predictions. Download the free The Three Pillars e-book. Gaining a 360 view of the customer.

Customer Experience Management 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

ShepHyken

JULY 26, 2019

Whereas customer experience is something where you book a vacation via phone. 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. Here you get a chance to deliver excellent customer service.

Blog 119

Blog Customer Experience Net Promoter Score Competitive Advantage 119

ChurnZero

MARCH 25, 2022

Figuring out how to shift around a CSM’s book of business is a delicate balancing act, and one of the most challenging Customer Success processes to get right. Debrief internally and schedule a future leadership touchpoint. When do you need to reassign a CSM’s book of business? The show must go on. Perform a data dump.

Books 98

Books Touchpoint Customer Success Customers 98

Lumoa

JANUARY 15, 2024

AI-powered systems can help customers make purchases, book appointments, and seek support. Identifying Customer Touchpoints Your first step is to identify the various touchpoints where customers engage and interact with your brand. Knowing all the relevant touchpoints means you can design strategies that improve the CX for each.

Customer Experience 78

Customer Experience Net Promoter Score Touchpoint Omnichannel 78

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. Which books or other resources (podcasts, conferences etc.) Finally, I’ve read all of Jack Welch’s books. have had the most impact on your career?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

ClearAction

FEBRUARY 23, 2015

We think the customers' experience is about touchpoints with our company, but that's just one of many aspects of a customers' experience! A sensible approach to customer experience journey mapping is what's needed for sustained customer experience ROI. ClearAction offers a CCXP Exam Prep Course.).

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

C3Centricity

JUNE 8, 2020

From ROI / ROR to ROE. Despite many books touting the need for our customers to “Love” our brands, in reality, I’m not sure that any of us want to have a deep relationship with brands. During my presentation, I shared many ideas; here are a few of the points I covered: #1.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

C3Centricity

MAY 20, 2019

Hospitality is also one of the industries that receives the most comments online, thanks to TripAdvisor and other booking sites. From ROI / ROR to ROE. Be honest, other than the popular book that started talking about brand love, who wants to have a relationship with a brand?! While I empathise, it’s not all bad news.

Hospitality 106

Hospitality Hotels Social Media Return on Investment 106

inQuba

MAY 23, 2022

To measure ROI and the impact of strategies, and fine-tune to further optimize. More than ever, customers interact with organizations on journeys that cut across touchpoints, often managed by different functions. The output is a static visualization of the customers’ path across touchpoints as they attempt to reach their goals.

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

SurveySensum

JULY 3, 2019

Understanding the growing expectations of guests can help you craft exceptional and personalized experience at different touchpoint. ROI is reflected when you capture, analyze and offer rewards to interested guests in a way which is data-driven and real-time. A personalized approach often attracts! Conclusion.

Guest Experience 74

Guest Experience Net Promoter Score Management Hotels 74

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Uncover behavioral segments.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

ClientSuccess

MAY 14, 2019

One strategy that has worked well for me has been taking a step back to look at my entire book of business. When I do this, I focus primarily on return on investment (ROI) whether it be success criteria or desired outcomes. Proactively seeking to understand your book of business is an imperative step.

Touchpoint 45

Touchpoint Customer Success Engagement Return on Investment 45

Thematic

FEBRUARY 12, 2019

What are episodes and touchpoints? Your customers can come into contact with your business in a multitude of ways and touchpoints, for example: marketing emails, an internet search, a retail store, social media posts, customer service enquiries (calls and chats) and above-the-line campaigns. Touchpoints. Measure per touchpoint.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

ClearAction

DECEMBER 16, 2017

NOT THAT: Assuming that whoever signs the contract or transacts with your service organization is a spokesperson for their company, or that a series of transactions represents the customer experience that can be reasonably tied to bookings. DO THIS: Weight and nest the parties’ inputs for more realistic linkages to bookings.

B2B 86

B2B Customer Experience Customer Experience Management Customer Journey Mapping 86

BirdEye

MAY 3, 2023

This drives traffic to their website and helps them generate more leads and bookings. Run a paid ad with a “book now” discount in a new market. Video content marketing Whether through educational, review, or entertainment videos, this approach boosts conversions, improves ROI, and helps forge customer relationships.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Bold360

FEBRUARY 1, 2017

In one sense, customer insights is something like those paint by numbers books every kid once had, at least before childhood went digital. For the company, that improved customer experience ties directly in to increased ROI. And that’s where the numbers that undergird customer insights are something like those children’s art projects.

Customer Insights 65

Customer Insights Insights Customer Experience Marketing 65

ClearAction

FEBRUARY 23, 2015

We think the customers’ experience is about touchpoints with our company, but that’s just one of many aspects of a customers’ experience! A sensible approach to customer experience journey mapping is what’s needed for sustained customer experience ROI. Customer Experience Journeys: Map for Actionability.

Customer Journey Mapping 77

Customer Journey Mapping Customer Experience Customer Journey Customers 77

ShepHyken

JULY 31, 2020

Customer experience, on the other hand, means the overall customer journey across various touchpoints and involves every interaction the customer has with the business. However, Julie goes one step further as it combines effective CX with customer service to help travelers book their rail travel and assist them by pre-filling forms.

Customer Service 87

Customer Service Customer Experience Net Promoter Score E Commerce 87

Bold360

SEPTEMBER 22, 2016

The integrated, ground-level detail now available can lead marketers to the actionable, data-driven insights that – combined with a full measure of creative thinking – can pay off in everything from customer satisfaction and brand loyalty to ROI. How many open cases are on the books at any given time, and how long have they been open?

Customer Journey 69

Customer Journey Customer Service Social Media Metrics 69