InMoment XI

FEBRUARY 24, 2022

The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? And eventually, how those metrics directly inform the important touchpoints in that journey. but the point is that storytelling connects humans together—and it can do the same with your customers and executives.

ROI 370

ROI Metrics Presentation Webinar 370

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 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. What are Some B2B Customer Experience Examples? Customization and personalization. Support and service.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Experience Investigators by 360Connext

FEBRUARY 25, 2015

When we ask our clients a question like “ What are your touchpoints ?” Checking off “web site” as a touchpoint is part of the process, but it’s better to dig into the specifics of what that means. Information is presented from the company perspective. Wrong move for customers.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

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

Experience Investigators by 360Connext

APRIL 14, 2020

Systems, procedures, and touchpoints. What are the channels, touchpoints, and systems your customers are using? Consider three categories when gathering data for journey maps: 1) Customer feedback and emotional data; 2) Customer behavior and actions; 3) Systems, procedures, and touchpoints. Customer feedback and emotional data.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. So investing in customer experience priorities is not just about improving individual touchpoints as they’re found, but rather about creating a cohesive, meaningful experience that fosters long-term customer relationships and drives business success.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. It’s where curiosity turns into connection – or, if you’re not careful, disinterest. Build trust and loyalty – showing that you care about someone’s first interaction can make them feel valued, which fosters a stronger connection.

Events 120

Events Feedback Interaction E-support 120

Experience Investigators by 360Connext

AUGUST 11, 2020

60% of long-term customers use emotional language to describe their connection to favorite brands , as reported by Deloitte Digital. Emotional connections are built on trust. Ensure that the brand promise is built into every interaction, transaction, and touchpoint. Trust is built by being proactive in words and deeds.

Brands 271

Brands Touchpoint Customers Healthcare 271

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. One of the most important things a good journey map can do is connect the employees of an organization to the customer.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

DECEMBER 15, 2023

Connect the employee experience to the customer experience in big ways. Related: Three Employee Experience Touchpoints that Impact Customer Experience Then be honest and authentic about sharing where this might need attention. See how fun it is to connect the CX dots? Ask your employees for examples. Dive into dashboard details.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

MARCH 8, 2021

You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. What incentives and rewards could be connected to CX outcomes. Share why the mission is what it is and how it’s not just an idea. And again….

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

GetFeedback

AUGUST 14, 2019

The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. . Once those changes are rolled out, measure CSAT around the touchpoint of the invoice again. . This approach can be used for any touchpoint you identify as a pain point for your customers.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Alida

MAY 24, 2018

To get internal buy-in for new initiatives, CX professionals need to connect solutions to customer pain points with corporate KPIs that those initiatives will address. As Liquidation Channel’s Alex Paez-Gerstenhaber said during her presentation, customer experience should be a strategic priority.

Retail 189

Retail 2018 ROI Touchpoint 189

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

CSM Magazine

MARCH 14, 2025

In a world where consumers are constantly presented with choices, personalization has become a non-negotiable. This isnt just about collecting dataits about acting on it instantly to create meaningful connections. These tailored incentive systems foster stronger emotional connections with the brand and enhance overall satisfaction.

Loyalty 52

Loyalty 2025 Loyalty Programs Omnichannel 52

InMoment XI

JANUARY 20, 2024

Efficiency Across All Touchpoints The way consumers interact with retailers (and want to interact with them) is evolving. Conversational AI tools can help retailers deliver seamless, connected interactions. AI Presents Retailers With New Challenges AI is improving the way retailers interact with their customers.

Retail 195

Retail Customer Experience Social Media Magazine 195

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. Every comment and score is analyzed and presented on their CloudCherry CrossTab dashboard. I love my Credit Union.”. Account Closed.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

InMoment XI

AUGUST 19, 2024

Complex Customer Journeys: Customers interact with brands across multiple channels and touchpoints, making it challenging to attribute a specific financial outcome to a single CX initiative. million customer connections. Ignoring this connection can result in missed opportunities to enhance both employee and customer satisfaction.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Experience Investigators by 360Connext

DECEMBER 1, 2020

My client had just returned from a presentation to her executive committee. And those dashboards provide insights, for sure, but often lack connections between the customers who represent those numbers or the actions required to make real changes. The verdict: Company 1 delivered support along 5 touchpoints.

Customer Journey Mapping 190

Customer Journey Mapping Customer Journey Roadmap Touchpoint 190

Customer Bliss

JUNE 20, 2017

Teams were now more connected to what was going on. Jackie’s medical imaging re-imagined presentation. Quick drop-in for context: the above is one of the presentations from the early foundational research that Jackie launched into. They solved that simply with a weekly internal newsletter. Click Here To View.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. Optimove’s Rony Vexelman closes Connect 2024 with an invitation to Connect again in 2025.

2024 64

2024 Connections Download 2025 64

Oracle

JANUARY 17, 2019

Unlike customer service, its similar-sounding counterpart, customer experience doesn’t focus on one particular touchpoint. CX is a connected, holistic approach to engaging consumers and meeting — or better yet, exceeding — the conscious or unconscious expectations they develop about your brand. Can your organization do the same?”

Customer Experience 111

Customer Experience Sports Touchpoint Hotels 111

InMoment XI

SEPTEMBER 14, 2023

While brand image is the way a brand presents itself to the world, brand reputation relates to brand reception and is how the world perceives the brand based on their experiences and the information available. The Connection Between Customer Experience and Reputation Customer experience is intrinsically linked to reputation management.

Brands 195

Brands Management Social Media Feedback 195

TechSee

SEPTEMBER 24, 2019

With the increasing number of customer touchpoints – email, ecommerce sites, self-service channels, social media, and of course physical locations and phone-based service – companies have more opportunities than ever to interact with their customers. Which company is more likely to win repeat business?

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

Retently

NOVEMBER 13, 2024

For retailers, this presents an opportunity to not only attract new customers but also keep existing ones coming back for more. What’s more, studies show that personalization in ecommerce can boost customer satisfaction by up to 20% and can increase conversion rates by as much as 10%, creating deeper connections between customers and brands.

Retail 144

Retail Social Media Technology Brands 144

InMoment XI

OCTOBER 9, 2024

For instance, if you want targeted feedback on your checkout process, you need to query customers on that specific touchpoint instead of asking them about their general thoughts on your business. Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks.

Feedback 195

Feedback Social Media B2C 2024 195

Optimove

OCTOBER 29, 2024

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. This eliminates unnecessary steps in the customer journey, allowing customers to quickly and efficiently discover the content they want.

Download 52

Download Sports Events Customer Journey 52

GetFeedback

AUGUST 14, 2019

A CSAT is a single question presented to a customer at a single moment, or moments, throughout a customer experience to gauge satisfaction. CSAT’s simplicity also makes it easy to implement across many touchpoints of the customer journey. Connect with him: convinceandconvert.com | @convince .

Download 268

Download Customer Satisfaction Measurement 2018 268

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. Qualtrics stands out for its analytics and reporting tools.

2024 78

2024 Multi-Channel NPS Feedback 78

InMoment XI

FEBRUARY 7, 2024

This shift in feedback channels presents both an opportunity and a challenge for hotels. Hotel customers expect top-tier, personalized experiences at every touchpoint. State of the Connected Customer. ( [link] ). The feedback, whether direct or indirect, contains valuable insights for enhancing guest experiences and operations.

Hotels 195

Hotels Guest Experience Travel 2023 195

Experience Investigators by 360Connext

JULY 17, 2024

My client had just returned from a presentation to her executive committee. And those dashboards provide insights, for sure, but often lack connections between the customers who represent those numbers or the actions required to make real changes. The verdict: Company 1 delivered support along five touchpoints.

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. This shift means they don’t just collect more feedback; they build a system that connects feedback directly to decision-making across teams. Think of customer feedback analysis like laying the foundation for a building.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

Engagement 142

Engagement 2009 Employee Experience Loyalty 142

Beyond Philosophy

SEPTEMBER 9, 2014

When causation is present, it has a direct relationship to the data. So yes, there is a correlation between the pregnancy rates in the seaside town and the amount of seagulls that are present. This is the first set of data, which represents a touchpoint in the customer experience. Most research uses correlation as its basis.

Hotels 161

Hotels 2014 2008 CEM 161

C3Centricity

JUNE 8, 2020

During my presentation, I shared many ideas; here are a few of the points I covered: #1. But in today’s connected world it also needs to consider people who are currently strangers – but could potentially become guests. These are just six of the many ideas I shared during my presentation. From ROI / ROR to ROE.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

inQuba

JUNE 30, 2020

The more touchpoints you have, the more complicated — but necessary — such a map becomes[i]. The reason for this is that it’s extremely difficult to understand how customer interactions across multiple touchpoints connect, overlap and influence each other to support an ongoing relationship. analytics can be quite overwhelming.

Customer Journey 98

Customer Journey Customer Journey Mapping Touchpoint Consulting 98