Customer Bliss

SEPTEMBER 19, 2017

As many in our field know and understand, customer experience is just that: the full experience. Her early days setting up customer journey stages: Initially, they realized the customers didn’t actually care about some of the aspects they had spent time and money on. They needed to refocus. See above.).

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

ShepHyken

DECEMBER 4, 2020

No matter your industry, you need to pivot to one extent or another in order to meet your customers where they are. Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. What is a Customer Experience Roadmap? They deserve it.

Roadmap 114

Roadmap Customer Experience Airlines Travel 114

eglobalis

OCTOBER 1, 2024

One real-world example is a company that integrated Slack into their operations, connecting employees from different teams like Marketing, Sales, and R&D in real-time conversations. For example, a retail company might map out their customer’s journey from discovering their brand via a digital ad to purchasing in-store.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

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.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

Ecrion

FEBRUARY 20, 2020

Beyond simply identifying your customer’s pain points, you need to understand the motivation behind the customer journey. Tracking, recording, and examining customer behavior provides valuable insight into how clients are interacting (or not interacting) with your brand. What is a Customer Journey Map?

Customer Journey Mapping 103

Customer Journey Mapping Customer Journey Touchpoint Roadmap 103

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journey 133

Customer Journey NPS Demo Customer Satisfaction 133

GetFeedback

DECEMBER 21, 2018

42% of respondents have left a business due to poor customer service. ( 31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( 29% of consumers ranked first contact resolution as what is most valued in customer service and support interaction.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

JANUARY 10, 2023

Do you need a customer experience manager dedicated to managing this effort? 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. Let’s find out. need to work together as a system. Big Picture Analysis.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

InMoment XI

MAY 3, 2024

Foot Locker stands out as a beacon of innovation and customer-centricity. At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

Experience Investigators by 360Connext

JUNE 1, 2015

Bodybuilding.com translates their core values to a solid set of promises customers can expect in every part of the customer journey. Setting goals creates the roadmap to positive gains. Give back to the people that you owe your success to. Great things will happen with a passion for competition.

Brands 234

Brands 2015 Roadmap Retail 234

Experience Investigators by 360Connext

JANUARY 10, 2023

Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Leaders are working closely across the organization for the goals around a seamless, constantly improving customer journey. Leaders started seeing how their goals were supported by a stronger customer experience.

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

Gainsight

APRIL 16, 2025

In roadmaps. But heres the mindset shift were inviting you to make today: Your customers dont experience your company through departments, job titles, or tech stacks. They experience your company aswell, your company (and product) as one journey. And yesa whole lot of connective tech. Whats next for the roadmap?

Roadmap 52

Roadmap Customer Journey Webinar Touchpoint 52

GetFeedback

FEBRUARY 17, 2020

You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. Think of it this way.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

Experience Investigators by 360Connext

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot.

Roadmap 200

Roadmap Culture Leadership Books 200

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. Test your assumptions about the customer journey. Brands are failing to meet customer expectations.

2016 267

2016 Innovation Marketing Insights 267

ChurnZero

MARCH 7, 2025

What’s the impact of a digital customer community? A community is a collection of people with a common interest who gather in a virtual or in-person space to connect, share, learn, collaborate, and grow. 2: Customer support: A community can decrease time to resolution, reduce ticket volume, and ultimately reduce support costs.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

Thematic

MARCH 30, 2025

It’s not enough to run a customer review analysis and implement changes based on the insights; you need to circle back and communicate with the customer about their feedback. But more importantly, closing the feedback loop directly impacts customer satisfaction, loyalty, and your bottom line. What would help them?

Feedback 62

Feedback Roadmap NPS Loyalty 62

Thematic

APRIL 1, 2025

They ensure you're gathering and analyzing customer data with purpose—whether it's to inform product improvements or to refine marketing strategies. If your goal is to boost satisfaction, connect it to something tangible like “which should increase repeat purchases by 15%.” and decide how to fix it.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

GetFeedback

JANUARY 27, 2020

It’s a great idea to start by mapping out your customer journey, which will help you visualize the business issues that currently impact customer touchpoints. You may notice errors in communication or confusion in task ownership as a result of teams working in silos, with the result that customers wait too long for service.

Feedback 221

Feedback Metrics Customer Journey Mapping ROI 221

Experience Investigators by 360Connext

OCTOBER 17, 2023

Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. This is why we have to continually connect to the business why. And that’s where it gets tricky. Think about what you want leaders to know before you determine what data to include.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

CX Accelerator

JUNE 19, 2018

Gone are the days where customers’ expectations are only for their functional needs to be met. Customers want to feel a connection with and a belonging to a brand. Brands can only develop these meaningful feelings with customers through showing their empathy. Well, how do we gain more empathy for our customers?

Customer Experience 159

Customer Experience Customer Journey Airlines Customers 159

CSM Magazine

MAY 12, 2021

What does it mean to be a Connected Enterprise and does it really matter? Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere – and places an even greater focus on improving customer service.

Connections 64

Connections E-support Social Media Roadmap 64

Retently

MARCH 17, 2025

Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. A good CX report pulls data from multiple sources to give a full 360 view of your customer interactions. Are customers happy but frustrated with one specific thing (like slow delivery)?

Insights 90

Insights NPS Metrics Customer Satisfaction 90

GetFeedback

DECEMBER 10, 2018

The annual batch and blast approach makes it too difficult to connect with relevant customers. Instead, we recommend using an always-on timeline so you have a constant pulse on customer health. At GetFeedback, our customers receive an NPS survey quarterly, starting 90 days after they sign up with us.

NPS 210

NPS Net Promoter Score Measurement Metrics 210

Customer Bliss

APRIL 4, 2018

This gives you the ability to understand what their agendas might be and how they think about the customer, which will be incredibly useful to your own work and determining business goals you’ll need to meet. Communicate the differences between customer service and experience. Determine Customer Growth, Loss, and Retention.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

Retently

SEPTEMBER 3, 2024

In this article, we’re pulling back the curtain to show you how we leverage our own product to improve and stay connected with our clients. Key Takeaways We use post-trial and recurring NPS feedback to consistently refine our product and quickly adapt to customer needs. That’s where our NPS recurring survey comes in.

B2B 152

B2B NPS Demo Feedback 152

GetFeedback

JULY 19, 2019

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. Take that positive feedback and evaluate how you can repeat your approach for another priority in your customer experience improvement plan.

Social Media 262

Social Media Webinar Feedback Books 262

InMoment XI

APRIL 3, 2024

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. Why is Digital Customer Experience Important? The digital customer experience has become an essential part of the way that consumers navigate the marketplace.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. They paint a vivid picture of the customer journey , highlighting the highs, the lows, and everything in between. What Are Predictive Analytics? The future, they say, is a mystery.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Totango

NOVEMBER 3, 2022

Start with defining the customer journey. While teams may often refer to “the customer journey,” how do you ensure alignment and shared understanding of what that means across your business? Hedgpeth shared that the first thing a customer success leader should do when joining a new company is create the journey map.

Customer Journey 62

Customer Journey Chief Customer Officer Healthcare Customer Journey Mapping 62

SurveySparrow

SEPTEMBER 25, 2023

Well, this is where the fascinating interplay of customer journey vs customer experience comes into play. Customer Journey vs Customer Experience Let’s dive right in now and find out how customer journey and customer experience can be the key to your business’s success.

Customer Journey 52

Customer Journey Customer Journey Mapping Customer Experience Social Media 52

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Consider that a typical customer now owns three personal mobile devices , each with anywhere from 10 to 20 downloaded apps. They need a roadmap to continually reinvent key processes and fine-tune organizational behavior.

Customer Journey 59

Customer Journey Multi-Channel Contact Center Customer Journey Mapping 59

Experience Investigators by 360Connext

MARCH 12, 2024

We dive into why it’s vital for businesses to not only attract new customers with shiny offers but also to maintain and deepen existing relationships through reliable and meaningful engagement. This conversation isn’t just a critique, it’s a roadmap to excellence in loyalty program implementation.

Loyalty Programs 143

Loyalty Programs Loyalty Roadmap Customer Retention 143

InMoment XI

OCTOBER 9, 2024

From onboarding the customer to converting them into a loyal brand advocate, each step of the customer journey is an opportunity to learn how your customer views your business. Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition.

Feedback 195

Feedback Social Media B2C 2024 195

Customer Bliss

MAY 5, 2016

Silos band together to work on the problem, but often without starting with customers’ lives. And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. You need a CCO doing the duct tape work and keeping everyone focused on the customer.

Customer Experience 183

Customer Experience Chief Customer Officer Books Roadmap 183

Talkdesk

MARCH 12, 2020

Director of Technology Enablement at Humach , Jennifer Lundberg, knows what it takes and shares how Humach, a cloud-based customer experience solutions provider, relies on Talkdesk® to deliver seamless, effortless and immediate customer sales and service support. Customizing the customer journey.

Omnichannel 60

Omnichannel Customer Journey Contact Center Management 60