Customer Bliss

JANUARY 29, 2015

You have identified the key touchpoints most important to customers and to customer growth. You have connected the dots for the organization on how each part of your operation’s communication impacts the experience. You have created a roadmap that is being actively communicated as you progress.

Customer Experience 180

Customer Experience Roadmap Metrics Customers 180

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. Phase 2 (Multi-Channel Expansion): Gradually integrate other channels once email touchpoints show measurable success. Actionable Steps: Identify successful email touchpoints that drive engagement and revenue.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

Experience Investigators by 360Connext

DECEMBER 1, 2020

Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. The verdict: Company 1 delivered support along 5 touchpoints. They love us.

Customer Journey Mapping 190

Customer Journey Mapping Customer Journey Roadmap Touchpoint 190

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

MAY 3, 2024

At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey. Foot Locker’s CX programme is not just about collecting data; it’s about making meaningful connections and driving actionable insights across departments.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. 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

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. The verdict: Company 1 delivered support along five touchpoints.

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

Customer Bliss

MAY 5, 2015

Work to Remove the Inhibitor: Within the first 60-90 days when mapping your customer experience, gain agreement on stages, touchpoints and the top 15 priority moments of truth. Engage leaders to connect with customers by personally calling them. They automated current processes without rethinking the business.

Customer Experience 189

Customer Experience Net Promoter Score Roadmap Metrics 189

Retently

JULY 8, 2024

This allows for comprehensive reports to stakeholders, influencing strategic decisions such as the company’s roadmap. Lower Engagement With less frequent touchpoints, you might have lower engagement with your customers. Now, it’s time to explore touchpoint-based NPS campaigns, which offer a more transactional approach.

Touchpoint 78

Touchpoint NPS Net Promoter Score Feedback 78

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

Gainsight

APRIL 16, 2025

In roadmaps. Its a blur of touchpoints. And yesa whole lot of connective tech. Heres the big picturewith our acquisition of Skilljar, were hoping to build a future that will: Unify customer touchpoints into one intelligent hub (think: Academy + Community + In-App). Whats next for the roadmap? In metrics.

Roadmap 52

Roadmap Customer Journey Webinar Touchpoint 52

Thematic

MARCH 30, 2025

Simply put, closing the customer feedback loop means communicating with customers about their feedback —meaning you connect with them about what they said and what you did in response, rather than just sending a generic “Thank you for your feedback” email. In fact, 41% say brand loyalty is tied to an emotional connection.

Feedback 62

Feedback Roadmap NPS Loyalty 62

Thematic

APRIL 1, 2025

If your goal is to boost satisfaction, connect it to something tangible like “which should increase repeat purchases by 15%.” Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”? And importantly, tie these objectives to business outcomes.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. 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.

Feedback 195

Feedback Social Media B2C 2024 195

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. And this journey starts before they’re even a customer.

Customer Journey Mapping 162

Customer Journey Mapping Customer Journey Multi-Channel Roadmap 162

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. Yet, many businesses struggle to connect the dots and gain a holistic view of their customer journey.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

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. They’re giving you a roadmap to fix whatever it is that ails your business. Connect with him: convinceandconvert.com | @convince .

Social Media 262

Social Media Webinar Feedback Books 262

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. PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. Others are experiments we’ve explored to capture targeted data.

B2B 152

B2B NPS Demo Feedback 152

InMoment XI

DECEMBER 7, 2023

It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey. The specific, contextual feedback that users provide in a PSAT survey helps to prioritize a roadmap of product improvements. This is scored on a numeric scale.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

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. By connecting customer feedback with customer data, you’ll create a holistic view of your customer experience that will level up your final insights. . Let’s take an example.

Feedback 221

Feedback Metrics Customer Journey Mapping ROI 221

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

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. InMoment champions the cause of empathetic listening, and with speech analytics, every conversation becomes a bridge to deeper understanding and connection. What Are Predictive Analytics?

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Feedbackly

SEPTEMBER 26, 2023

Consider it a winning roadmap to stay ahead of the curve! As customer journeys have only evolved to be more complex with an increasing number of channels and touchpoints, the complexity of customer behavior can stem from a multitude of factors.

Management 98

Management ROI Touchpoint Roadmap 98

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. Helps teams react fast to emerging issues in different CX touchpoints (e.g., The best reports dont just show data they help teams connect the dots between whats happening and why.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Ecrion

FEBRUARY 20, 2020

Roadblocks and touchpoints. Ask yourself why you’re creating a roadmap and what you hope to learn from it. List Touchpoints and Motivation. To get a clear picture of the entire customer journey, you need to include every touchpoint on your website. Key events in the buying process. Service Blueprint.

Customer Journey Mapping 103

Customer Journey Mapping Customer Journey Touchpoint Roadmap 103

Optimove

SEPTEMBER 25, 2023

In an era marked by constant connectivity and digital engagement, the average person interacts with their smartphone a staggering 2,617 times every day, according to research by Dscout. Evoking Emotions Through Mobile Recognizing the emotional role mobile devices play in customers’ lives opens a gateway to connection.

Marketing 97

Marketing Touchpoint Loyalty Social Media 97

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey.”

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

InMoment XI

FEBRUARY 1, 2024

Emotion detection helps businesses tailor their responses and strategies to align with customer emotions, enhancing personalized customer experiences and building stronger emotional connections with the brand. This unified view is invaluable for creating consistent and effective customer experiences across all touchpoints.

Social Media 195

Social Media Metrics Telecommunications Insights 195

SurveySparrow

AUGUST 28, 2023

Have you ever wondered what makes some businesses effortlessly stand out, captivating their customers at every touchpoint, while others struggle to keep up? User-Centric Design A frictionless customer experience revolves around designing every touchpoint with the customer in mind. Delays can lead to abandonment.

Connections 52

Connections Customer Experience Multi-Channel Social Media 52

BirdEye

DECEMBER 19, 2024

Solution: Implemented Birdeye Surveys AI , integrated with their PMS (Appfolio), to automate feedback collection at key touchpoints: Move-in surveys Work order completion surveys Renewal feedback Custom resident satisfaction surveys Results: 54% increase in NPS promoters within 6 months Maintained a 4.5-star

Marketing 52

Marketing Social Media Hospitality ROI 52

Thematic

MARCH 30, 2025

For instance, connect your helpdesk and survey software, so all teams see the full history of customer feedback. It also helps everyone understand the customer journey from start to finish, improving the customer experience across all touchpoints. Break down data silos by enabling cross-platform data sharing.

Feedback 62

Feedback Customer Centricity Culture Customers 62

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. Youll discover how to integrate platforms, track meaningful metrics, and build authentic connections that outlast fleeting digital fads. Apple Business Connect supportEnsure your business is discoverable in Apple Maps, Siri, and iPhone search results.

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

Totango

AUGUST 29, 2019

Keep detailed records of every customer touchpoint and make them available to all your team members. By constantly monitoring your customers and gathering as much feedback as possible, you will forge a deeper connection, identify warning signs to help avoid escalations and, overall, improve the customer journey. .

Customer Retention 88

Customer Retention Customer Journey Customer Centricity Customers 88

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Uncover behavioral segments.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Maru Group

FEBRUARY 25, 2021

Great CX programs shape the roadmap to deliver better experiences. Yet most programs are focused exclusively on metrics which summarize how the customer rationally thinks about a touchpoint post the experience. How do they emotionally connect with the experience? By Steve Brockway, Chief Research Officer | February 25, 2021.

Customer Experience 52

Customer Experience Net Promoter Score Touchpoint NPS 52

Maru Group

FEBRUARY 25, 2021

Great CX programs shape the roadmap to deliver better experiences. Yet most programs are focused exclusively on metrics which summarize how the customer rationally thinks about a touchpoint post the experience. How do they emotionally connect with the experience? Accurately understanding emotion can be hard.

Customer Experience 52

Customer Experience Net Promoter Score Touchpoint NPS 52

SurveySensum

MARCH 12, 2025

It connects the dots between different variablesbreaking down customer feedback by flight number, region, airport, and even service type. With the help of cross-tabulation, you can spot trends, connections, and patterns that might not be clear from unprocessed survey results right away. Which flights? Which routes? Lets decode it.

Airlines 52

Airlines Net Promoter Score Travel Customer Satisfaction 52