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

InMoment XI

JANUARY 27, 2025

The customer, already engaged and receptive, books the session, which results in them purchasing additional products. 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 Social Media Apparel 195

InMoment XI

AUGUST 17, 2023

Seamless Omnichannel Experience: Ensure a seamless experience across all customer touchpoints, whether online or offline. Take the initiative today and book your meeting to start your journey towards improved NPS and a remarkable customer experience. Book your meeting today

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

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

eglobalis

SEPTEMBER 5, 2024

During a conversation with industry leader Sue Nabeth Moore and online insights from Nick Mehta and his books, I’ve come to firmly believe that companies successfully merging these two sets of metrics not only gain deeper clarity into customer behaviors but also unlock new growth opportunities.

Metrics 429

Metrics Customer Success 2024 2023 429

InMoment XI

FEBRUARY 25, 2022

In other words, there is much vocal punditry, and even whole books, on this subject, but little substantive proof of connection or cause.

B2C 397

B2C Employee Experience Culture B2B 397

Experience Investigators by 360Connext

NOVEMBER 20, 2014

This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. Building Relationships is Key to Survival.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

InMoment XI

SEPTEMBER 18, 2024

It includes every touchpoint—whether it’s the way you’re greeted at the front desk, how well your concerns are listened to during an exam, or how smooth the follow-up process is. Managing customer experience in healthcare involves actively monitoring and improving every touchpoint patients have with your organization.

Healthcare 195

Healthcare Customer Experience Touchpoint Omnichannel 195

InMoment XI

OCTOBER 25, 2024

A better reputation leads to more bookings and higher diner demand. It’s important to deliver a consistently positive customer experience across all touchpoints. Positive reviews and a strong online presence can draw new customers. Meanwhile, effective reputation management minimizes the impact of negative feedback.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. By understanding and anticipating the needs and preferences of your guests, you make them feel valued and ensure that every touchpoint in their journey contributes to positive and enjoyable experiences.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

GetFeedback

JANUARY 12, 2020

For similar reasons, Southwest doesn’t offer the option to book through third-party sites like Expedia. airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request. Customer touchpoints vs. journeys.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

InMoment XI

OCTOBER 14, 2024

Send patient feedback surveys at key touchpoints, such as after booking an appointment or post-discharge. If you are a healthcare provider, you can avoid patient survey fatigue with the help of these tips: Limit the number of surveys you send to patients.

2024 195

2024 Hospitality Feedback Healthcare 195

InMoment XI

JANUARY 10, 2023

Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. This role determines the best way to collect, analyze, and act on voice of customer data at key touchpoints across the customer journey. . Let’s find out.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

InMoment XI

APRIL 3, 2023

So at the recommendation of my supervisor, I read two books that you’re probably familiar with: The Ultimate Question 2.0 The case studies in the books made sense. Sometimes surveys are not the proper listening methodology for a given touchpoint. and Outside In. I started to understand customer experience. NPS made sense.

Touchpoint 195

Touchpoint Customer Centricity NPS Feedback 195

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

CloudCherry

MARCH 19, 2019

For example, revenue might be broken down into increasing the number of products per customer, where CX is responsible for increasing the number of authentic touchpoints between customers and product educators. Book a demo with CloudCherry today to start your journey. Don’t delay the process. The takeaway? Be patient, but start now.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

CloudCherry

JANUARY 18, 2018

–> Identify different touchpoints, be available across all these touchpoints, and start listening to members. DOWNLOAD THE CREDIT UNION E-BOOK! –> Adopting a journey-based approach to managing member experience is the first step towards going omni-channel. Offline experiences do matter.

Touchpoint 225

Touchpoint Financial Banking Feedback 225

ShepHyken

NOVEMBER 14, 2018

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers have read my articles and watched my videos on these powerful concepts.

Touchpoint 120

Touchpoint Books Customer Service Training Customer Service 120

InMoment XI

SEPTEMBER 16, 2024

Each type of patient care involves feedback collection at the following points in the patient journey: Inpatient care Appointment booking – helps understand if the patient is satisfied with wait times or staff behavior. Billing process – collects feedback on the transparency of costs and availability of various payment options.

Feedback 195

Feedback Healthcare Hospitality Consulting 195

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

CSM Magazine

APRIL 10, 2025

Conversational AI can manage appointment booking by syncing with calendars, sending reminders, and handling changes effortlessly. Step 1: Identify Areas for Automation Analyze customer touchpoints to pinpoint where automation will have the greatest impact. Appointment Scheduling Forget the back-and-forth emails.

E Commerce 52

E Commerce E-support Books Healthcare 52

InMoment XI

FEBRUARY 7, 2024

Real-Time Service, Any Time of Day In the past, consumers would book a hotel by working with a travel agent or picking up the phone. Instead, a recent survey from Statista found that 72% of consumers prefer booking travel online. Consumers are using their mobile devices to browse and book hotels. That’s no longer the case.

Hotels 195

Hotels Guest Experience Travel 2023 195

Experience Investigators by 360Connext

FEBRUARY 12, 2015

We use SaaS products for everything from payroll management to paying our taxes to publishing our newsletters to writing our books. Schedule a Touchpoint Discovery Workshop or let our Customer Experience Investigation™ team micromap the journey. SaaS is a great business model. Let us know!

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

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.

Social Media 262

Social Media Webinar Feedback Books 262

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. Customer Experience Management (CXM) Definition CXM, on the other hand, focuses on improving the overall customer experience beyond just transactional touchpoints.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

InMoment XI

NOVEMBER 2, 2022

It became about optimizing journey touchpoints to delight customers and nurture relationships! Eliminating problems with your journey touchpoints ? In this context, Experience Improvement doesn’t just refer to individual interactions better and fixing journey touchpoints (though those are certainly important). Absolutely!

Touchpoint 243

Touchpoint Customer Experience Design Reference Brands 243

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

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. As a Hilton Honors member for more than twenty years I offered to book rooms for all of us in the local Doubletree.

Customer Journey Mapping 116

Customer Journey Mapping Customer Journey Hotels Books 116

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. Empowered Employees Outshine "By the Book" Service. Just because the customer is not happy in the current situation doesn’t mean they won’t be happy in any situation with your brand. Does it really have to be all or nothing!?

Brands 266

Brands 2013 2014 Retail 266

GetFeedback

JUNE 22, 2019

Any interaction or touchpoint with your customer should be on brand. In your NPS survey, reference the specific interaction that your customer has had with your brand, whether that is booking a vacation on your platform, or ordering a ride in your app. Your NPS survey question should be written in character with your brand.

NPS 304

NPS Net Promoter Score Feedback Brands 304

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

Beyond Philosophy

FEBRUARY 5, 2015

Then, promise and created expectations must at least equal real-world touchpoint results (such as through service), initially and over time, with a minimum of disappointment. Exemplars of branded customer experience also understand that there is a ‘journey’ for customers in relationships with preferred companies.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

CloudCherry

DECEMBER 1, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. I love my Credit Union.”. Account Closed.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Alida

FEBRUARY 1, 2017

From Wunderman’s perspective, wantedness is the “degree to which a brand proves its commitment to earning a customer’s business across every touchpoint and throughout the entire path to purchase.”. “You’ve got to be there at every touchpoint,” advises Gutfreund.

E-support 159

E-support Competitive Advantage Touchpoint Consumers 159

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

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