Experience Investigators by 360Connext

MAY 20, 2015

Need a speaker for your corporate event or conference? 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. Customer-centric Culture & Communications. The best athletes have coaches.

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

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

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. Use insights to make meaningful changes, and communicate these improvements to your customers. Below, we explore examples of survey questions categorized by question type, touchpoint, and industry to help you design impactful surveys. Let’s break it down.

Events 120

Events Feedback Interaction E-support 120

Experience Investigators by 360Connext

OCTOBER 6, 2014

So I decided to have some fun today and let you know why I am so passionate about this subject, plus fill you in on a few really amazing events coming up. It’s design and evaluation and improvement and every single piece of the touchpoint puzzle. People get what it means and why it’s important. I hope you’ll join us.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

Retently

OCTOBER 23, 2024

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. While email remains the go-to option, certain touchpoints may benefit more from SMS or web pop-ups to reach customers where they are most active.

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

GetFeedback

SEPTEMBER 20, 2019

CSAT is used to measure the customer satisfaction of a specific interaction or event. Still, NPS is quite popular in executive circles because it’s easy to understand and communicate the concept of increasing advocacy. CSAT and CES are touchpoint surveys. It’s a short-term satisfaction metric for customer experience.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

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

Win the Customer

NOVEMBER 29, 2024

It involves mapping out every touchpoint a customer encounters, both online and offline. Identify Touchpoints: List all the interactions a customer has with your brand at each stage of the journey. Consider both online and offline touchpoints. Consider using a timeline or flowchart to illustrate the sequence of events.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Determine how, technically, to monitor sentiment at critical touchpoints. Let’s find out.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

Retently

JULY 8, 2024

This level of detail is possible because you can tie the feedback to specific periods and events, leading to a deeper and more nuanced understanding of customer sentiments and behaviors. Lower Engagement With less frequent touchpoints, you might have lower engagement with your customers. Here’s the alternative they offer: 3.

Touchpoint 78

Touchpoint NPS Net Promoter Score Feedback 78

InMoment XI

OCTOBER 10, 2024

However, industries such as communications and media allocated 23.9% This is important to create a seamless experience across all touchpoints. Planning your posts in advance ensures you maintain consistency, avoid last-minute rushes, and cover key holidays, events, or promotional periods.

Social Media 195

Social Media Management 2024 Multi-Channel 195

GetFeedback

JUNE 22, 2019

We tend to respond very well when others use our name in their communication with us. Any interaction or touchpoint with your customer should be on brand. We like stories that are specific, chock full of details and depicting believable people and events. And there are some very good reasons for doing this. 6: keep it specific.

NPS 304

NPS Net Promoter Score Feedback Brands 304

Totango

NOVEMBER 16, 2023

These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. Seamlessly log touchpoints with Gmail and Outlook Gmail is the world’s largest email service provider, boasting a whopping 1.8

Customer Success 114

Customer Success Touchpoint Document Interaction 114

Customer Bliss

AUGUST 15, 2017

She is a regular speaker at CX events and conferences across Europe. You can think of the model as a snapshot, based on information from multiple touchpoints (this ties into her legal background), of where the customer journey is across different business models — and where it needs to arrive at. Constantly.

Travel 204

Travel Hotels 2010 Customer Journey 204

BlueOcean

JULY 16, 2019

Sports, music, movies, and even current events – these cultural touchpoints are shared across the US and Canada. One of the biggest fears of offshoring is a breakdown in communication and understanding of specific business practices and etiquette. You’ll share cultural similarities.

Contact Center 174

Contact Center Sports Culture Customer Care 174

InMoment XI

JANUARY 4, 2024

At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement. Implement chatbots for immediate responses and streamline customer communication. Consider incorporating interactive elements or entertainment to make the events more engaging.

Retail 195

Retail Customer Experience Social Media NPS 195

Ecrion

JUNE 3, 2019

No matter the size of your company or the industry that you work within, you know that frequent, straightforward communication with your customers is the most important part of customer service. Improved customer communications can boost not just your brand’s reputation, but also your profits. Translation?

Communication 73

Communication Omnichannel Document Multi-Channel 73

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! We can always plan on that.

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! We can always plan on that.

2020 143

2020 Events Customer Journey Brands 143

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events. That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. Reducing refunds.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

CloudCherry

FEBRUARY 28, 2018

Build Open and Honest Relationships with Communication. It’s important to leverage different touchpoints such as Email, SMS, Websites and more to listen to what the omni-channel customer is saying today. Embrace and Drive Change. Create Fun and A Little Weirdness. Be Adventurous, Creative, and Open-Minded. Pursue Growth and Learning.

Customer Centricity 231

Customer Centricity Culture Customers Loyalty 231

InMoment XI

JULY 1, 2024

Put simply: it involves analyzing current and historical data to make predictions about future events or trends. As mentioned earlier, predictive analytics is focused on forecasting future events, trends, or behaviors based on historical data.

Social Media 195

Social Media Healthcare Retail Insights 195

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. That’s right.

Connections 160

Connections B2B Fashion Touchpoint 160

BirdEye

MAY 28, 2021

Communicating with existing customers is a big part of an Experience Marketing strategy, and we know that you’re currently running a few different campaigns. Another great example is an event we organized recently for our past customers. The campaign was really successful — we set up a red carpet event for these customers in-store.

Touchpoint 64

Touchpoint Events Customers Download 64

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. Process mining provides analysts and managers with an easy way to analyze event logs within enterprise transaction systems.

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

Totango

FEBRUARY 23, 2022

You can communicate these best practices to your team and train them on how to use these practices in interactions with customers. Identifying customer interaction touchpoints. Flagging events that require action. Identify Customer Interaction Touchpoints. Flag Events that Require Action. Describing your customers.

Customer Journey 117

Customer Journey Customer Journey Mapping Touchpoint Events 117

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. As a thank you for participating, we’d like to (send you swag/offer you a gift card/invite you to a special event.). It is quick and easy!

Customer Journey Mapping 291

Customer Journey Mapping Customer Journey Feedback Brands 291

CX University

DECEMBER 16, 2024

This atmosphere of fear and distrust is common in corporate settings, where it stifles open and honest communication. Google is a prime example of fostering a culture of open communication and innovation. Netflix also underscores the importance of open, honest communication and retaining highly effective employees.

Customer Journey Mapping 52

Customer Journey Mapping 2024 Culture Innovation 52

InMoment XI

MARCH 11, 2024

A communication feedback loop works by customers communicating with a business, the business analyzing the feedback, and then acting on it. This is so vital because your customers interact with your business in different ways, and you need to be able to communicate with them effectively regardless of the channel they are on.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

Customer Bliss

JUNE 20, 2017

Jackie worked with Calgary Stampede (one of the biggest outdoor events in the world) for a few years as well. One of the first quick wins was internal communications; employees weren’t in the loop. One major lesson during that time: “When does the experience begin?” Teams were now more connected to what was going on.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

GetFeedback

FEBRUARY 10, 2020

Throughout his career, he’s worked with hundreds of wineries to further their sales, marketing, and communication efforts with individual wine consumers. The customers certainly notice the additional touchpoints. Everyone has a busy schedule so asking for follow up on every completed survey gets some resistance sometimes.

Hospitality 218

Hospitality Sales Feedback Customer Experience 218

Retently

MARCH 17, 2025

Helps teams react fast to emerging issues in different CX touchpoints (e.g., Ensure the offer terms are clear and well-communicated. SMS Marketing (Postscript, Attentive) Delivers targeted messaging, tracks conversion rates, and enhances direct customer engagement through real-time SMS communication.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Oracle

APRIL 3, 2019

He says, “In today’s business environment, a company needs to move beyond simply communicating their brand promise and actually start to fulfill that promise for their consumers at key marketing, shopping, and purchasing touchpoints. No longer are solitary events shaping how businesses approach their audience.

Customer Engagement 99

Customer Engagement CEM Engagement Marketing 99

Calabrio

MARCH 11, 2025

These AI-powered QA tools have revolutionized the field, leveraging machine learning, natural language processing and more to help contact centers: Analyze 100% of interactions: Moving beyond limited sampling, AI can scrutinize every customer touchpoint, ensuring comprehensive coverage.

Contact Center 52

Contact Center Call Center Customer Satisfaction Metrics 52

Pointillist

FEBRUARY 19, 2018

Delivering a coherent experience across all enterprise touchpoints requires finding patterns across an overwhelming number of data points. AI and customer journey analytics are key components in assembling businesses with One Voice, joined across silos and touchpoints. This is prime stomping ground for AI. Data Unification.

Customer Experience 111

Customer Experience Touchpoint Customer Journey Multi-Channel 111