Experience Investigators by 360Connext

APRIL 30, 2024

From the very first spark of interest to the warm afterglow that follows an event, we dissect the customer journey, offering strategies to heighten every touchpoint. Tune in as we elevate the conversation from customer service basics to a comprehensive understanding of what truly makes an event unforgettable.

Events 143

Events Entertainment Customer Journey Mapping Touchpoint 143

InMoment XI

OCTOBER 20, 2022

We heard from award-winning CX speakers from some of Europe’s biggest brands—TRUMPF, ASOS, Brakes, Primark, Solus, BD Medical, NatWest and Euro Car Parts, as well as thought-provoking keynotes from InMoment Global Leader, CMO Kristi Knight, and Stan Swinford, CEO and Founder of NPSx by Bain & Company.

Customer Experience 397

Customer Experience Culture Workshop Events 397

GetFeedback

MAY 9, 2019

Think about the last time you had a great experience with a brand. Now think about the last time you had a really bad experience with a brand. . We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. That’s because a bad customer experience interrupts our day.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

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

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. A first impression survey is a short, targeted questionnaire designed to capture those immediate thoughts and feelings customers or users have after interacting with your brand, product, or service for the first time. Let’s break it down.

Events 120

Events Feedback Interaction E-support 120

Experience Investigators by 360Connext

NOVEMBER 20, 2014

At DoubleDutch , we create mobile applications for thousands of events annually, so pretty much every customer has the potential to substantively increase CLTV (customer lifetime value) for the company. Most events take place at least annually, and oftentimes a client will produce multiple events over the course of a year.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

InMoment XI

OCTOBER 10, 2024

Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it. To make sure your brand can benefit from the use of social media, you need to implement social media management. What is Social Media Management? Why is Social Media Management Important?

Social Media 195

Social Media Management 2024 Multi-Channel 195

Retently

JANUARY 13, 2025

Look for tools that allow you to customize surveys to match your branding, tone, and audience preferences. Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more. This focus on practical outcomes sets Retently apart.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 Why It Works : By embedding a survey directly in a post-purchase email, customers can easily share their experience while they’re still engaged with your brand. That’s exactly what email signature surveys can do!

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

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. Customer journey maps should highlight where empathy is critical to the emotional path your customers take with your brand. Each touchpoint leads to an emotion.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

GetFeedback

SEPTEMBER 20, 2019

They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . CES is used to measure the level of effort that a customer experiences when they interact with your brand.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

Experience Investigators by 360Connext

MAY 20, 2015

Yes, it’s the actual experience you have as a customer with a particular brand or organization. Unhappy customers will harm your brand. These customers will feel anger whenever they see your brand represented and show that anger to the world. Keep advertising a brand promise that isn’t delivered.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

InMoment XI

JULY 13, 2023

And because at InMoment, we value sharing knowledge as widely as possible, I’m going to share the results of that in-event poll with you here, along with a few thoughts about our learnings. How Prepared Do You Feel for Consumer Duty?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

BirdEye

MARCH 27, 2025

When a crisis hits, how a brand responds can make or break its reputation, influencing customer trust, market value, and long-term success. Every brand must be prepared to navigate unexpected challenges, from global giants to emerging startups, with a well-planned approach. This is where brand crisis management comes into play.

Brands 52

Brands Management Airlines Poor Customer Service 52

Retently

OCTOBER 23, 2024

To truly grasp their audience’s needs and preferences at each stage of the journey, brands often rely on surveys as their go-to tool. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Retail 109

Retail NPS Touchpoint Feedback 109

ProProfs Chat

MAY 29, 2020

What Is a Customer Touchpoint? A touchpoint is where interaction occurs between the brand and the customer. . have scaled operations to such an extent that as marketers, a lot of times, you’re not even sure what your touchpoints are. How to Identify Your Customer Touchpoints. Examples of Customer Touchpoints.

Touchpoint 72

Touchpoint Social Media Advertising Seminar 72

delighted

NOVEMBER 30, 2021

When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. . What are customer touchpoints? Why is it important to understand customer touchpoints? Let’s dig in.

Touchpoint 87

Touchpoint Net Promoter Score Customer Journey Mapping Social Media 87

Win the Customer

NOVEMBER 29, 2024

Customer Journey Mapping (CJM) is a powerful tool that helps businesses visualize and analyze the interactions customers have with a brand throughout their lifecycle. It involves mapping out every touchpoint a customer encounters, both online and offline. Consider both online and offline touchpoints.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

Experience Investigators by 360Connext

NOVEMBER 16, 2021

Customer journey maps, for example, don’t often include feedback requests as actual touchpoints. Sometimes surveys are sent at one time per year, and sometimes they are triggered by specific events in the journey. Either way, this request is an interaction with the customer and the brand. But that’s exactly what they are.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

GetFeedback

JUNE 22, 2019

73% of customers want brands to make the shopping experience more personal. Your NPS survey question should be written in character with your brand. Remember that 75% of customers want a consistent experience with your brand — regardless of the channel they use to contact you. And there are some very good reasons for doing this.

NPS 304

NPS Net Promoter Score Feedback Brands 304

Retently

MARCH 11, 2024

Are you curious about the genuine reactions of your attendees after they experience your event? Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. Event success hinges on various factors like effective networking, content relevance, and the likelihood of attendees returning.

Events 96

Events Feedback Insights Presentation 96

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Let’s dive in! What’s driving this growth?

Retail 144

Retail Social Media Technology Brands 144

Retently

JULY 8, 2024

These interactions keep your brand top of mind and show customers that you care about their opinions. This consistent engagement can help build stronger relationships and foster greater loyalty, as satisfied customers are more likely to stick around and advocate for your brand. Here’s the alternative they offer: 3.

Touchpoint 78

Touchpoint NPS Net Promoter Score Feedback 78

CSM Magazine

MARCH 14, 2025

As consumer habits shift and expectations grow, brands face increasing pressure to create loyalty programs that feel personal, relevant, and rewarding. Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. This affects everyone.

Loyalty 52

Loyalty 2025 Loyalty Programs Omnichannel 52

CSM Magazine

FEBRUARY 6, 2025

Customers appreciate when brands go beyond generic offerings and provide something tailored just for them. Builds Emotional Connections When a customer uses branded merchandise that resonates with them personally, it strengthens the emotional bond with your business. Gift a branded water bottle with the customers name for referrals.

Loyalty 52

Loyalty Loyalty Programs Social Media Events 52

Joe Rawlinson

NOVEMBER 3, 2024

This is especially beneficial for high-traffic retail stores or promotional events. Card scanning plays a crucial role by making client data instantly accessible at every touchpoint. Maintaining a consistent brand image is also crucial, as it guarantees that buyers feel appreciated and understood.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. As a brand manager or customer satisfaction consultant, this lets you show real progress in the short term and demonstrate that your work is producing measurable value.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

Experience Investigators by 360Connext

APRIL 13, 2021

In general, if you want a large volume of customer data, options like automated customer surveys at key touchpoints or open opportunities for customers to provide feedback tend to be better tools. Some leaders are intimidated by the idea of contacting customers who left the brand after an unresolved incident or those who are active customers.

Customer Journey Mapping 291

Customer Journey Mapping Customer Journey Feedback Brands 291

Optimove

OCTOBER 29, 2024

Opti-X, an Optimove personalization platform, harnesses the power of AI to help brands personalize smarter, faster, and more impactful than ever. Opti-X’s AI-powered recommendation models achieve this by delivering the right content to each customer at every digital touchpoint, including apps, websites, and marketing channels.

Download 52

Download Sports Events Customer Journey 52

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members! Large brands were not immune.

2020 143

2020 Events Customer Journey Brands 143

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members! Large brands were not immune.

2020 143

2020 Events Customer Journey Brands 143

Retently

DECEMBER 10, 2024

But lets get into more details to highlight Retentlys unique features : Key Features: Comprehensive CX Metrics : Supports NPS, CSAT, and CES surveys, providing a well-rounded view of customer satisfaction, effort, and loyalty across different touchpoints. You can always follow the link for updated pricing and more details.

2024 78

2024 Multi-Channel NPS Feedback 78

InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today. The retail customer experience is also a complex one.

Retail 195

Retail Customer Experience Social Media NPS 195

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! If you couldn’t attend the event, fear not! That means capturing insights from every touchpoint and channel.

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

Hallmark Business Connections

MARCH 9, 2021

If you’re a brand marketer, that meant pivoting your strategy to account for the “new normal,” tossing out (or heavily revising) now-defunct messaging, and collaborating with teammates over Zoom rather than in person. With that in mind, here are three direct mail-focused strategies brands can employ when marketing during this pandemic.

Marketing 97

Marketing Brands 2020 2021 97

BirdEye

MARCH 6, 2025

By focusing on local listings, engaging with customers, and maintaining a consistent brand presence. If your brand also feels invisible, keep reading. Well show you why a strong online presence matters, how to build brand awareness, and simple steps to climb higher in search results. Do you know how? The payoff?

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

InMoment XI

JULY 1, 2024

Organizations should take a closer look at predictive analytics to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. It’s an opportunity that your company can capitalize on today.

Social Media 195

Social Media Healthcare Retail Insights 195